Coach of the Quarter – Julie Keen

Julie Keen, a Customer Service Manager, is an exceptional leader who cares deeply about promoting her team at every opportunity. She maintains an open-door policy, encouraging her staff to ask questions and work collaboratively. Julie is committed to ensuring that her team runs efficiently, enabling them to produce high-quality work. According to her team, Julie "always looks for ways to motivate us and keep us focused and committed to producing quality work." Congratulations, Julie, on being awarded our Division 93 Coach of the Quarter.

Team of the Quarter – Augusta Document Control

During the second quarter of 2023, Augusta Document Control (ADC) has once again demonstrated exceptional performance, exemplifying the true meaning of teamwork. The department has surpassed all metrics for eight contracts this quarter, with the team displaying open communication daily. At the start of each day, every associate is informed of the volume of incoming receipts and pending workloads, allowing each team member to prioritize their duties and ensure that all documents are handled promptly. As team members finish their assigned tasks, they assist others to complete theirs. The Document Control Coordinator or manager communicates the next priority once the previous task is completed. This open communication throughout the day ensures that the Augusta Document Control Team completes all tasks. Thanks to this workflow, the ADC team has met 100% of the metrics for this quarter. We congratulate the Augusta Document Control team for being named our Division 93 Team of the Quarter.

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

Process Improvement of the Quarter – Speed Dial for 1-800-Medicare

Improving processes is a fundamental goal at Palmetto GBA. Process improvements enable higher quality work and efficiency, ultimately leading to better customer service. Our newest process improvement for the Customer Service Advocates (CSA) is a great example of this. This team recently implemented a speed dial system that saves a lot of time for the CSAs when transferring calls to 1-800-Medicare. Previously, it took 11 keystrokes to make the call, but now, with the new system, the CSAs only need to do a four-keystroke process. This new process has greatly improved workflow efficiency, and the saved time adds up to hundreds of calls daily. We congratulate our CSA team for their hard work in implementing this new process, which continually improves our customer service, quality, and efficiency. For this reason, we are excited to announce this as our Division 93 Process Improvement of the Quarter.
Team Members: Lynette Brooks, Cassandra Davis, Julie Keen, and Rochell Smith

Associate of the Month (April) – Tammy Keel

Tammy Keel, a Fraud Analyst, has been part of Palmetto GBA for over 20 years and is currently a team leader within the department. She provides exceptional customer service to both internal and external customers by ensuring that all their questions and concerns are addressed in a timely and efficient manner. Tammy takes pride in maintaining quality throughout her daily duties and within her department. Whenever a team member has a question, she takes the time to research the answer and presents it clearly and concisely. Recently, Tammy has contributed to multiple process improvements that have helped the team, department, and company perform at their absolute best. Congratulations Tammy, on your hard work and for being selected as our Division 93 Associate of the Month.

Associate of the Month (May) – Stacy Gagne

Stacy Gagne, a Document Control Clerk, always takes pride in her work and uplifts the team with her positive energy . She consistently reminds the team about upcoming activities and group communications and even plans some of these activities herself. Additionally, she is always ready to assist other team members when needed, while ensuring that her work is completed on time and to the highest quality standards. Congratulations to Stacy for being named as our Division 93 Associate of the Month.

Associate of the Month (June) – Myra Christian

Myra Christian, a Document Control Coordinator, is highly efficient and organized in her day-to-day work. She keeps a close eye on the collection of office supplies and checks to ensure the team has everything they need to process all mail. This facilitates the document control team to work at the highest quality and efficiency possible. According to her team, Myra "keeps our department running like a well-oiled machine." Congratulations to Myra on being named Division 93's Associate of the Month.