Happenings
Division 4M Quarter One Winners Turn Everyday Challenges into Better Ways of Working
Coach of the Quarter
Tiffani Heyl
Tiffani Heyl, Medical Review Supervisor, has been recognized as Coach of the Quarter for her leadership of the Quality Assurance and Training Medical Review team. Since stepping into the supervisor role, Tiffani has strengthened team performance through targeted coaching, process improvements and support during high-demand periods. She is focused on team development and identifies training needs early to help staff build skills that improve productivity and accuracy.
She has also led efforts to improve workflows and reporting processes, including developing productivity tracking tools and supporting key reporting functions that increased efficiency and accuracy. In addition, she created centralized leadership resources to improve accessibility and streamline onboarding for supervisors. Tiffani’s work continues to support team growth, efficiency and ongoing process improvement across the department.
Team of the Quarter
Outpatient Department Team
Team Members: Jessica Holt, Erica Mason, Shanda Wahab
The Outpatient Department Team has been recognized for its consistent performance and dependable support across complex operational work. Made up of one Senior Operations Analyst and two Operations Analyst, the team manages a heavy workload while maintaining accuracy and meeting expectations. Their work includes supporting Inquiry Tracking System tickets, claims-related issues and testing requests for other areas.
The team is known for taking ownership of issues, communicating clearly and following requests through to completion. Team members also contributed to a process improvement by updating work instructions, making them easier to follow and helping support more consistent results.
Although small in size, the Outpatient Department Team continues to make a meaningful impact by showing up with reliability, attention to quality and commitment to the people who depend on its work.
Process Improvement of the Quarter
Medical Necessity Monday
Team Members: Stephanie Cannady, Carla Costa, Angela Gibson, Roslyn Hess, Tiffani Heyl, Cindi Hood, Deborah Jordan, Joni Mahon, Sonia Nicole, Erika Parker, Rachel Payne, Dorinda Porter, Diane Rodgers, Rachel Rueff, Katie Rummel, Laura Strutko, Tracy Thomas, Emily Tidwell, Carey Whittier
To strengthen review support within the Home Health Review Choice Demonstration line of business, the team created a program, Med Nec Monday, to address medical necessity questions. The initiative created a regular opportunity for medical reviewers to discuss a case of the week with their supervisors in a smaller team setting. These conversations helped reviewers better understand the reasoning behind determinations and gave them space to ask questions before similar cases appeared in their daily work.
Since the initiative began, the team has seen fewer medical necessity questions submitted to the Quality Assurance mailbox. The improvement helped build reviewer confidence and supported more consistent determinations.
