Coach of the Quarter – Nicole Swaby

Nicole Swaby, a customer service coach, consistently exceeds expectations and showcases the qualities of a true leader. When a team member needs assistance with a  claim, Nicole ensures that she explains the process detailsin detail so that the team member will be able to understand and locate the information they need to close the case. Nicole also assists with the new hire nesting classes where she arrivingshows up early to meet new hires, takinges time to explain in detail the areas of opportunities, and highlightings the benefits of working for the company. According to her team, "Nicole is the ultimate team player. We are grateful to not only work alongside her but and to be led by her." Congratulations to Nicole on being named our Division 28 Coach of the Quarter. 

Team of the Quarter – Part B Telephone Reopening

The Telephone Reopening Department consists of a very diverse group of women, including Maryjane Aitchison, Tracy Crawford, Mary Pimpleton, and Martha Roberts. Their job is to adjust and reprocess claims via phone transfers from the Provider Contact Center (PCC) for Jurisdictions J and M Part B Medicare. The Telephone Reopening Department assists with simple claim corrections and provides callers with Medicare coverage information. Once callers are transferred, they may have additional questions, which is where this team comes into play.

Recently, the team helped create a guide now used by the PCC in training. The guide is also used for daily reference to better understand the telephone reopening process, including which types of adjustments can be processed. In addition, this team also manages certain web pages used by the PCC daily, ensuring that the content is accurate. Overall, the team's goal is to make sure the PCC is knowledgeable and successful while ensuringproviding the caller is informed and made to feel at ease knowing their claim will be processed correctly. Due to this hard work and dedication, we are excited to announce the Telephone Reopening Department as our Division 28 Team of the Quarter.

Team Members: Maryjane Aitchison, Tracy Crawford, Mary Pimpleton, and Martha Roberts

Associate of the Month – Patrice Cummings

Patrice Cummings, an Auditor II, has been with Palmetto GBA since 2019 and possesses a depth of job knowledge. Patrice has served in a variety of roles, but her willingness and ability to switch between them fills a critical need for the team.   Patrice continually steps up taking on additional assignments, which has helped the team stay on target for their quality and timely metrics. Patrice is very detail-oriented, which results in a few review notes and a complete and accurate product. For her dedication to her job and willingness to step in when needed, we are excited to announce Patrice as our Division 28 Associate of the Month.