Coach of the Quarter – Jocelyn Tucker

Jocelyn Tucker, a Customer Service (CS) Coach, has been with Palmetto GBA for seven years becoming a CS Coach in 2019. In her position, she works with Customer Service Advocates (CSA) to ensure that they provide the best service to our customers and that all Quality Call Monitoring (QCM) requirements are met. In her role, she has the opportunity to work with staff in multiple departments throughout the organization. According to her team, "Jocelyn's excellent rapport has allowed her to resolve issues quickly, ensuring the best possible outcome for customers, her team, and internal metrics." Congratulations, Jocelyn, for being named our Division 93 Coach of the Quarter.

Team of the Quarter – Railroad Retirement Board (RRB) Medical Review Non-Clinical Staff

The RRB Medical Review Non-Clinical Staff team brings skills and experience to the department. These skills allow them to work cohesively and collaboratively to accomplish goals. Recently, the prescreening and processing workloads have been higher. This team took on additional projects, working together to maintain them at normal levels. Additionally, the RRB Medical Review Non-Clinical team has held a perfect quality assurance score for the past year. Congratulations to the Railroad Retirement Board (RRB) Medical Review Non-Clinical Staff

Process Improvement of the Quarter – Common Therapy Denial Reasons and Associated References

A new document allows for streamlined processes for unfavorable therapy claims. On average, it took the appeals nurses around 16 minutes to process each unfavorable therapy claim, locate the correct information, and add a comment on what to include for reconsideration. The implementation of this new document, which contains the most common denial reasons, allows the appeals nurses to locate all the information quickly and process the additional needed documents for reconsideration. This new process is estimated to save 96% on efficiency and productivity.

Associate of the Month (October) – Marian Kennedy

Marian Kennedy, a reporting specialist, has been with the company for 19 years and has a wealth of knowledge in her field. Marian consistently trains other employees to assist our non-clinical team. She is receptive to questions and conducts research to provide accurate and prompt responses. Some of the processes are very complex, and for new employees, that level of support is crucial to building their confidence and skills. Marian understands what it means to be a team player, and we are honored to announce her as our Associate of the Month.

Associate of the Month (November) – Beverly Davis

Beverly Davis is a Medical Reviewer III who has been with Palmetto GBA for over 23 years. Her hard work and dedication to efficiency and accuracy are demonstrated in her high-quality work outcomes. Beverly contributes her ideas for improvements to processes when appropriate, showcasing her innovative spirit. She continually strives to improve herself and is willing to learn new skills and talents. Beverly demonstrates our company values daily, and for this and her contributions to Palmetto GBA , we are excited to name her our Associate of the Month.

Associate of the Month (December) – Susan Coyle

Susan Coyle, a Medical Review Supervisor, has gone to great lengths to ensure that her team is collaborative, productive, and supported. Most recently, she assisted with an overflow of work with her team, where she provided an outstanding amount of value in controlling this workload. Susan's promotion of delivering excellence can be heard around her workstation when she meets with her team to explain how "we must work together to deliver excellent service and customer satisfaction." For her outstanding work and superior service to our customers, we offer congratulations to Susan for being named our Associate of the Month.