Happenings
Division 28 Recognizes Performance Excellence
Associate of the Month — October
Devin Evans
While only with Palmetto GBA a little over six months, Devin Evans’ performance as a data preparation technician has already earned her a promotion to accounting technician and the honor of Associate of the Month for October. When hired, she was tasked with organizing the Audit and Reimbursement Department’s physical and electronic files. She quickly mastered the filing structure and software and began laying the groundwork and an effective process for this large, ongoing project. Valued for her superior customer service, Devin consistently provides prompt feedback and will even do additional research to ensure her internal customers receive thorough problem resolution and the best possible support.
Associate of the Month — November
Stephanie Broach
Stephanie Broach, a business analyst III, has been named November Associate of the Month for her contributions to the Audit and Reimbursement Department. After mastering Visual Basic programming, she created and edited many templates to automate and simplify processes. Her commitment to excellence was further exemplified by the numerous hours she has devoted to training new hires and the audit support team, ensuring they are well-equipped to handle their responsibilities. In addition to her technical expertise, Stephanie is valued for her prompt and pleasant customer service and her willingness to conduct thorough research to find solutions.
Associate of the Month — December
April Eason
Valued for her knowledge, respectful demeanor and her exceptional performance as a senior provider education consultant, April Eason is the December Associate of the Month. April consistently manages a large number of providers, which includes claims research and preparing for provider-education sessions. She monitors call reports, promptly addresses backlogs and ensures timely communication with providers, typically within 20 days. April’s successful system and work ethic has made her a standout performer. She effectively communicates with leadership to secure necessary resources, willingly takes on additional responsibilities and collaborates on solutions that enhance the provider experience.
Process Improvement of the Quarter
Medical Review and Provider Outreach and Education
Team members: April Gause, Jennifer Greer, Karla Maloney, Bonnie Miller, Daisie Snyder
Staff from the Medical Review and Provider Outreach and Education Departments noticed that their current methods for reducing errors in Medicare payments were not achieving their goals. Using Lean Six Sigma techniques to identify the root cause, the team evaluated the existing process of 18 staff members making phone calls and educating healthcare providers. The results indicated that the preventative educational calls were not effective. They improved the process by only contacting providers after identifying an issue with their claim. The significantly lower number of calls could be handled by one Provider Outreach and Education staff member. This process improvement increased efficiency, lowered costs and reduced improper payments for Medicare.
Team of the Quarter
Medical Review Data Strategy Support Team – Operations Analysts
Team members: Kayce Coleman-Adkins, Terri Artlip, Alesha Barr, Sheila Bell, Briley Buckner, Cheryl Evans, Mary Hamill, Brae’lyn Holloway, Kristen Rogers, Shavonne Samuel, Richard Sowell, Chantel Warren
The Data Strategy operations analysts are being honored as the Team of the Quarter for their exceptional performance and dedication to service excellence. They are known for their professionalism, courtesy and quick responses to requests. Most impressive is the analyst’s ability to consistently exceeded expectations in response to updated requirements and deadlines regularly distributed by the Centers for Medicare & Medicaid Services.
The analysts play a crucial role in meeting the department’s timeliness goals and ensuring workload targets are met. They also participate in process improvements and assist with testing and documentation. The team is approachable and open to suggestions, fostering strong communication and collaboration with the clinical staff. Their willingness to assist and provide constructive input makes them a cohesive and effective unit.
