Coach of the Quarter – Chantel Warren

Chantel Warren, a 21-year employee, is a Senior Operations Analyst in the Data Strategy team. Chantel has great interpersonal skills and interacts well with both individuals and teams. Chantel was promoted to Senior Analyst approximately six months ago and has embraced her role. Chantel’s ability to implement process improvements creates improved team efficiency and effectiveness. Chantel demonstrates what it means to be a coach and team player as well as a mentor. She is very knowledgeable and is always willing to lend a helping hand. For her ongoing commitment to promoting excellence and strong leadership, we are excited to announce Chantel as our Coach of the Quarter for Division 28.

Process Improvement of the Quarter – Palmetto GBA All Contract Assistance

Before the process improvement, Medical Review (MR) and Provider Outreach and Education (POE) would call providers who had not submitted requested documentation from the Internal Comprehensive Error Rate Testing (CERT) contractor. The provider would then request that a second Additional Document Request (ADR) be faxed from CERT. Often, due to workload constraints, CERT would not answer the request by the next day, requiring our teams to confirm the provider received the ADR.

To improve this workflow, Augusta IT requested the capability for Palmetto GBA to fax CERT ADRs from iFlow to providers. Now, once information is entered into iFlow, a cover sheet is automatically generated that includes the beneficiary and claim information along with the requested documentation needed from CERT. This eliminates the need for CERT to fax the ADR, reduces the time to get the documentation to the provider, and increases accuracy. Congratulations to the team for being awarded of our Process Improvement of the Quarter.

Team members: Ashley Baker, Elena Baylor-Elks, Amanda Bradley, Shawn Canaday, Nathan Cockram, April Gause, Jennifer Greer, Eric Meadows, Collen Rosado, Chanin Stegall, and Jennifer Williams

Associate of the Month (October) – Cheryl Evans

Cheryl Evans is a Senior Operations Analyst with over 26 years of Medicare experience. Cheryl is helpful and willing to assist her teammates with any questions regarding processes and procedures related to Parts A and B. Cheryl wears many hats and continually exceeds expectations. She goes the extra mile by conducting thorough research and working as needed with other lines of business. Cheryl demonstrates leadership and a willingness to work with other analysts, ensuring they understand the proper way to complete their job duties. Congratulations, Cheryl, on being named our Associate of the Month!

Associate of the Month (November) – Joulious Wright

Joulious Wright, a Senior Administrative Associate, has been an exceptional help to his division with the recent 2022 Clinical Review Judgement Training (CRJT) event. He assisted by offering suggestions, utilizing past experiences from his previous live events, creating resources, and organizing training and practice sessions for presenters. Joulious truly embraced the opportunity to guide, assist, seek answers to questions, and obtain additional resources to support the CRJT planning team and presenters. For his hard work and for making the event as smooth as possible, we are excited to announce him as our Associate of the Month.

Associate of the Month (December) – Janet Jackson

Janet Jackson, a Medical Reviewer III, has been with the company for over five years. Janet consistently goes out of her way to promptly address any issues that arise and will conduct research to get the most complete information needed. She provides quality customer service and efficiently answers Inquiry Tracking System (ITS) tickets, often calling the provider personally to resolve any questions regarding their audit. Her dedication to quality is an asset to the company. We are excited to announce Janet as our Associate of the Month.