Supporting team members in professional development earns recognition

Tami Hamlin, Senior Medical Reviewer, receives Coach of the Quarter honors for keeping her team on their toes and engaged. Tami ensures that everyone is continuously learning. She challenges each associate professionally, pushing for each to expand his or her job skills. Tami also provides continuous education, weekly Inter-Reviewer Reliability (IRR) reports, writes work instructions and develops process improvements to help the team succeed.  As busy as she is, Tami makes herself available whenever someone has a question or concern. Tami is known for going above and beyond in her work and helping the Medical Review team do the same.

Putting beneficiaries first is a rewarding experience

The Beneficiary Customer Service Team takes ownership and accountability for all beneficiary calls received. They stay readily available for our beneficiaries and are always willing to go the extra mile.    Their hard work and focus result in exceeding departmental goals and metrics. In addition to assisting beneficiaries, this team participates in many departmental projects and initiatives. They also help with both general provider and provider enrollment calls. For understanding the importance of serving our beneficiaries with the upmost respect and for providing exceptional service, this group earns Team of the Quarter.   

Team Members:
Bonnie Brown, Astrid Castillo, Cassandra Davis, Keneka Davis, Shawniece Godbee, Laquesha Lawson, Claire McKinney, Tammie McNair, Atitqua Robinson, Matthew Rovan, Christine Todd and Jocelyn Tucker

Online PTAN Lookup and Request Tool enhancements help streamline enrollment

This team found a way to increase efficiency by automating the Provider Transaction Access Number (PTAN) assignment for the Railroad Specialty Medicare Administrative Contractor (RRB SMAC). The PTAN tool was modified to search a provider in the Super Provider Enrollment System (SPES) to identify if they are linked to a group with their local Part B MAC.  If so, a query is made in railroad Provider Enrollment Services (PES) provider files to determine if the group is already set up with Railroad Medicare.  Historical data shows that more than 80 percent of railroad PTAN requests can be fulfilled with this new automation. Increasing efficiency for the Railroad SMAC and streamlining enrollment for customers earns this team Process Improvement of the Quarter.

Team Members:
Judy Boyd, Lynette Brooks, Valerie Day, Shawniece Godbee, Sherri Hunter, Amukta Jambula, Jennifer Johnson, Vicki Lamar, Kevin Martin, Roger Neal, Mike Pritchard, Dwayne Thomas, Delara Thompson, Santhosh Thota and David Williams

Associates of the Month

October – Debra Turbeville
Deb Turbeville, Medical Reviewer III, is the kind of person who will give you the shirt off her back. She eagerly agrees to mentor new employees and goes out of her way to assist them. “When I first started working from home, she was a type of mentor to me who took me under her wing and helped to guide me through all of the new challenges,” says Medical Reviewer III Anna Bilton. Deb is always on top of her on tasks all while assisting others with problems they may have regarding work assignments. Many co-workers express how much Deb has done for them and how she always has time for others.

November – Jennifer Williamson
Because of Jennifer Williamson’s vast knowledge of post payment reviews, she was tasked with assisting the Medical Review Team in learning the post payment process. Jennifer, Medical Reviewer III, selflessly gives her time and freely shares her knowledge for questions associates may have while reviewing these claims.

December– Christine Todd
Christine Todd, Customer Service Advocate III, is very dedicated to her role and is always willing to adapt her schedule in order to provide additional assistance to our beneficiaries and providers. She volunteers for additional departmental projects and provides ideas for new improvements. Christine has a great understanding of the department’s goals and takes pride and ownership in her work performance and meeting all departmental expectations.