Coach of the Quarter – Terra Holt

Terra Holt, a Lead Appeals Specialist, demonstrates exceptional leadership qualities. During the work-from-home period, members of her department, as well as new team members, needed updated training and onboarding. Terra took the initiative to ensure that her team members understood new projects, expectations, and metrics. Her availability and hands-on training helped keep her department on track and team members inspired and knowledgeable about their job responsibilities. 

Team of the Quarter – Augusta Document Control

The Augusta Document Control Team is comprised of team members who assist with seven separate contracts and pilot projects, including the Railroad Specialty Medicare Administrative Contractor (RRB SMAC), Jurisdictions J and M A/B Medicare Administrative Contracts (MAC), TRICARE, End-Stage Renal Disease (ESRD), Outpatient Prior Authorization (OPA), and Review Choice Demonstration (RCD). This team excels in completing all job assignments and special projects on time and with exceptional results. Together, the team provides a broad range of diverse clerical functions. Team members interact professionally and positively with all levels of management and functional areas, as well as with external visitors and auditors.

The Augusta Document Control Team understands that continuous improvement is an important characteristic of a successful team. The team continuously looks for new ways to improve processes. In 2021 alone, this team implemented eleven process improvements. This team's willingness to support the success of the Augusta Operation extends beyond their normal job duties to other functional areas as they are always willing to assist others. This self-motivated team takes the initiative to get the job done. With this constant drive for improvement and their proactive approach to the company's goals, we're excited to announce the Augusta Document Control Team as our Division 93 Q4 Team of the Quarter.

Team Members: Belinda Campbell, Myra Christian, Janet Costello, Stacy Gagne, Helena Green, Selena Haskins, Yvonne Marshall, Earlene Marshall, John Sessions, Cathy Stroud, and Angela Thomas

Process Improvement of the Quarter - Streamlining Undeliverable Acknowledgement Letters

An undeliverable acknowledgment letter occurs when a new address is discovered, resulting in a second letter being issued. This process involves manually inputting new information directly into Utility-iFlow. A new process allows the user to select a specific letter to send. Once this occurs, the letter information is attached to the original document control number (DCN). This new process saves time as the letter is automatically attached and does not need to be manually submitted. This new process improvement saves on efficiency and errors resulting in significant annual savings. Congratulations to Susan and Valerie for implementing this process improvement.

Team Members: Susan Archie and Valerie Day

Associate of the Month (October) – Eileen Green

Eileen Green is a Bilingual Customer Service Advocate III who loves helping others. Eileen checks in with new team members to help them best understand their job and how they can improve their calls. She   strives for self-improvement  by looking for new opportunities to learn. According to her team, "Eileen is a pleasure to work with and makes everyone feel welcome." Join us in congratulating Eileen as our Division 93 Associate of the Month. 

Associate of the Month (November) – Stacy Gagne

Stacy Gagne, a Document Control Clerk, has worked for Palmetto GBA for nearly 20 years. She started in claims processing, where she worked for eight years, then moved to her current role in document control. During her extensive time with the company, Stacy has reviewed over 1.7 million images and found zero errors. In addition to this, she has now completed the second phase of the Aged Records Disposal Initiative (ARDI) project.

The ARDI project has truly shown Stacy's strengths as she took the lead, helped make the project a success managing to do it before the deadline. Stacy is a great asset to her department as she consistently strives for new improvements. Her creative thinking has led to multiple improved processes. Congratulations Stacy for being selected Division 93’s November associate of the month.

Associate of the Month (December) – Tricia Alfano

Tricia Alfano is a great asset to the Document Control Team. Recently, she has taken the lead on an Office of Personnel Management (OPM) contract project to initiate changes to the OPM Work Scheduler automating denials on non-compliant claims receipts. Through her creative thinking, leadership, and collaboration, Tricia, along with the OPM team, has implemented changes that are projected to reduce workload volume by approximately ten percent. This change will allow the OPM staff to focus on reviewing only claims that can be adjudicated, eliminating the need to review claims that have received information for which no action is needed. Tricia has a wealth of knowledge and experience and has taken a lead role in creating and producing efficient process improvements. Help us celebrate Tricia’s selection as Division 93’s associate of the month.