Happenings
Division 93 Honors Outstanding Associates with 2023 Third Quarter Awards
December 19, 2023
Coach of the Quarter
Erica Robinson
Division 93 has named Erica Robinson Coach of the Quarter because of her outstanding skills as a training specialist. What makes her exceptional is her patience and willingness to go above and beyond to adapt to people’s personalities and learning styles. Erica, who works in the Railroad Retirement Board (RRB) Specialty Medicare Administrative Contractor (SMAC) Provider Contact Center in Augusta, GA, ensures the associates she trains are fully prepared to be effective customer service representatives. She wants everyone to win.
Erica is noted for her attention to detail, having strong communication and interpersonal skills, a friendly smile and a willingness to help others. In addition to being a great coach, she makes an excellent customer service role model as demonstrated by her effective listening and problem-solving skills.
Associate of the Quarter—July
Wanda Batista
Wanda Batista, a provider file specialist I in the RRB SMAC Provider Enrollment and the Office of Personnel Management contract department, is Division 93’s July Associate of the Quarter. During her 10-year career at Palmetto GBA, Wanda has gained experience in several roles, which contributed substantially to her success today. As a customer service associate in the Provider Contact Center, she learned the needs and concerns of providers submitting claims. As a business analyst in Tech Support, she gained an understanding of all facets of systems integration and claims adjudication.
Wanda is a highly professional team player who regularly exceeds expectations. As a provider file specialist, she has proven to be highly skilled at all aspects of provider file maintenance. Wanda’s broad experience has prepared her to provide exceptional service to internal customers and to external customers through the Provider Contact Center.
Associate of the Quarter—August
Eileen Green
Division 93’s August Associate of the Quarter is Eileen Green, a customer service coordinator in the RRB SMAC Provider Contact Center. Noted for being flexible and reliable, Eileen meets and often exceeds her department goals and objectives. Her positive attitude, great work ethic and her ability to provide detailed explanations make her a valuable asset to her customer service colleagues and customers.
In addition to delivering outstanding work, she is a kind and considerate communicator who others feel comfortable approaching for help. She also offers help to teammates who need it. Eileen makes this extra effort daily even when it requires working longer hours to ensure it is completed on time.
Associate of the Quarter—September
Kim Payne
Kim Payne has more than 24 years of experience working at Palmetto GBA and it shows. To honor her excellence as a Medical Review claims processor II, Division 93 named her the September Associate of the Quarter. Recently, her depth of knowledge, insight and ability to research and analyze a claim issue proved invaluable. As a result of her work, a colleague was able to explain the claim and its processing in great detail to the Medical Director.
Kim is a real team player who takes the time to help other associates resolve issues regardless of the complexity. She is a wealth of knowledge, and she is more than willing to teach others. Kim also recently helped develop and implement a process improvement that has reduced processor and medical reviewer work hours and saved the organization thousands of dollars.
Team of the Quarter
RRB Provider Contact Center Customer Service Training Team
Division 93 has selected the RRB Provider Contact Center Customer Service Training Team as the third quarter Team of the Quarter. While responsibilities are divided amongst the team members, they work as a team. As a result of their teamwork, they meet all their training goals. The team’s work doesn’t stop after a training session has been completed. They continue to coach customer service associate trainees until they are certified on the required call types. They also coordinate with Provider Outreach and Education and Appeals to ensure they cover all required topics in a timely manner.
Training Team: Lynette Brooks, Erica Williams, Cassandra Davis, Eileen Green and Christine Todd
