Coach of the Quarter – Susan Coyle

Susan Coyle, a Training and Quality Assurance Coordinator, is a passionate leader who promotes high standards of excellence within her team. She is a hands-on teacher who is known for giving her time to help those around her better understand their tasks. Susan also contributed to the development of an updated work instruction for QMS 360 and the Nurse Clinician Reference Library resources, as well as many other useful resource tools for the Medical Review (MR) team. According to Nancy Cain-Sickafoose, a member of the MR team, "Susan is a valuable MR team member and leader. She has helped me do my job better. Congratulations to Susan for being awarded our Coach of the Quarter.

Team of the Quarter - Provider Enrollment/OPM/Pricing Team

A team is defined as a group of individuals who perform interdependent tasks working toward a common goal. This definition describes the associates of the Railroad Retirement Board (RRB) Specialty Medicare Administrative Contractor (SMAC) Provider Enrollment, Office of Personnel Management (OPM) department, and Pricing Department. This team consists of ten associates who have worked together to accomplish all work objectives of the Provider Enrollment Department, OPM Department, and Pricing Department. Throughout April, May, and June, each team member demonstrated flexibility and devoted time to the tasks that needed to be completed to meet departmental objectives for both departments. For this team's hard work and collaboration, we are excited to announce this team as our Team of the Quarter for Division 93.

Team Members: Tricia Alfano, Susan Archie, Michael Bowring, Janice Collins, Valerie Day, Deloris Green, Melissa Mayson, Demetrius Perkins, and Sheila Thomas

Process Improvement of the Quarter - Payment Suspension Verifications

The Benefit Integrity (BI) Department consistently monitors payment suspensions to verify if there are any changes to the record status. Before the process improvement, the team members searched for the individual National Provider Identifier (NPI) number in the Unified Case Manager (UCM) system and made individual prints of the results. This process was not as efficient as it could have been. BI created new search criteria in the UCM system where they could search for the entire NPI list using a single search report and found it no longer necessary to print individual UCMs and searches to compare. After this implementation, BI increased the efficiency of this report by over 120 percent.

Team Members: Van Dixon, Taryn Herrmann, Tammy Keel, Ricky Newton, Becki Stroud, and Debra Watson

Associate of the Month (April) – Deloris Green

Deloris Green, a Provider File Specialist, is an excellent example of a hard-working and driven team member. During April, she completed over 4,100 Office of Personnel Management (OPM) claims and 1,100 Provider Transaction Access Number (PTAN) requests while assisting the Provider Enrollment Department in meeting its monthly timeliness objective. While completing the special projects, Deloris continued to exceed her monthly quality metrics with  100 percent performance. Congratulations to Deloris on being named our Division 93 Associate of the Month.

Associate of the Month (May) - Demetrius Perkins

Provider File Specialist Demetrius Perkins has been with Palmetto GBA for 23 years and is classified as a "powerhouse worker" by her team. She exemplifies a good and steadfast work ethic while taking the time to accomplish her work to meet the highest quality possible. According to her team, "Demetrius' positive attitude is always present, even when the job throws her a curve ball and new deadlines approach." Congratulations to Demetrius on being named our Division 93 Associate of the Month.

Associate of the Month (June) – Gayle Patterson

Gayle Patterson, a Provider Relations Representative, has been with Palmetto GBA for 25 years and is an integral part of the Provider Outreach and Education (POE) Team. She handles the creation of webinar presentations for providers, website updates, and creation of content for beneficiary websites, as well as customer service for beneficiaries and providers. According to her teammates, "Gayle is a valued POE team member and all-round team player." Congratulations to Gayle on being awarded our Associate of the Month.