Coach of the Quarter – Cecile M. Landrum

Cecile Landrum is a dedicated and goal-oriented Customer Service Manager. She leads by example supporting her team to consistently meet their call volume goals and addressing current CMS training requirements. During this first quarter of 2021, her team has seen almost double the call volume, and even with this increased call volume, Cecile keeps a strategic mindset, assuring that her team is prepared to answer customer questions.

Process Improvement of the Quarter – Letter Automation (TPE Results Notification Letter)

This year the Medical Review Data Strategy (MRDS) team facilitated the automated generation of Targeted Provider and Educate (TPE) Notification and Results letters. This process resulted in a two-phase approach. In phase one, hardcopy letters were sent to the provider correspondence addresses resulting in improved provider customer service. Phase two allowed Palmetto GBA the ability to send the TPE Notification and Results letters via greenmail through our provider portal resulting in a decrease in the amount of time it took to create letters using a prearranged template. Before this process improvement, manual generation of letters took around 42 minutes per letter, after this implementation, Palmetto GBA can produce 1,000 letters per day with the ability to increase capacity based on business needs.

Team Members: Richard Altobello, Sheila Bell, Cheryl Evans, Mary Evans, Ramanjaneyulu Garevidi, Mary Hamill, Janet Jackson, Mieorka Lites, Shun Malaisamy, Charles Offutt, Timothy Oxley, Denise Phillips, Molly Reynolds, Renee Robinson, Brett Schwartz, Daliyl Skinner, Douglas Smith, Leslie Wells, Lauren Weston

Team of the Quarter – Electronic Data Interchange (EDI)

The Electronic Data Interchange (EDI) Team strives to provide the highest quality service for their customers, and it shows in the collaboration, training, and goals set by their department. Even when the team is working at top capacity, members ensure service quality remains high and that all callers' questions are answered. EDI's greatest strength is its ability to work together and support each other even while working remotely. The EDI team is continually researching and learning so they can best educate their callers on services such as the informational site and the eServices portal.

Team Members: Tamara Bennett, Titanishia Benson, Berneta Belin, Whitney Corbett, Angela Dennis, Portese Hollingsworth, Tiffany Hutt, Terrica Melton, Margaret Smith, Alfreda Squire, Sade Stokes, Krystal Whack

Associates of the Month

January - Chris Hairston

Chris Hairston, a Senior Operations Analysts, has been with the company for over 20 years and has been a part of the Data Strategy team for over three years. Chris brings a broad amount of knowledge to the department. Chris's primary role is work related to the Railroad Retirement Board (RRB) Specialty Medicare Administrative Contractor contract, but he assists with Jurisdictions J M Medicare Administrative Contractor work as needed. Chris not only aims for excellence but continuously works with his team on new ways to improve processes. We're excited to announce that due to this forward-thinking and teamwork, Chris Hairston has been awarded the Associate of the Month.

February – Katherine Miles 

Katherine Miles, an Auditor I, is a hardworking and committed member of the Provider Audit department. Joining the team in July 2020, she knew there would be challenges as the team was in the process of new workflows due to the COVID-19 global pandemic. Even with these challenges, Katherine’s dedication resulted in the successful and timely completion of the audits she was assigned. Her efforts are instrumental in the success of the Provider Audit department and her attitude, work ethic, and character exemplify the Palmetto GBA way.

March – Terri Brown

Terri Brown, a Senior Operations Analyst, has been with the Data Strategy team for just over a year but she brings a vast amount of knowledge due to her 20 plus years with the company. Terri went above and beyond to help the team during the COVID-19 pandemic by training and supporting the team in serving providers. She makes sure that all work is completed and that functional areas are supported. Terri's hard work and willingness to learn and adapt make her an asset to the Data Strategy team and the company.