Eileen Green, customer service coordinator, Customer Service Department

Coach of the Quarter

Eileen Green

Eileen Green is Division 93’s Coach of the Quarter for the first quarter of 2024. Eileen understands the importance of building strong relationships and that internal customers are as important as external customers. Because of her strong commitment to teamwork, she assists colleagues every chance she gets. Eileen helps the training staff complete all weekly assessments, agendas and reports on time. To ensure that all customer service agents were trained properly on the new inquiry tracking system, Eileen developed work instructions for the department. She also willingly took on additional job duties investigating and responding to customer feedback. After reviewing survey comments and listening to phone recordings, she identified appropriate solutions and contacted customers to discuss their concerns. She ensured that every follow-up produced a positive customer service experience.

Kristy Smith, medical reviewer III, Railroad Retirement Board Specialty Medicare Administrative Contractor

Associate of the Month — February

Kristy Smith

The February Associate of the Month is Kristy Smith, a medical reviewer III for the Railroad Retirement Board Specialty Medicare Administrative Contractor. Kristy always strives to do her best and takes pride in her work. She has a process for working claims that enhances her work accuracy and productively. As a generous team player, Kristy has shared her process with others to help them increase their productivity. Even though she has been with the company less than a year, her average monthly quality assurance metric is an impressive 99.78 percent. Kristy even exceeded her production quota for claims on a day with a four-hour software outrage. Despite the downtime, Kristy completed 55 reviews accurately in four hours.

Kristy has an infectious, positive attitude that she uses to rally her colleagues to contribute to team efforts. She communicates clearly and is not afraid to ask a question when appropriate. Always willing to expand her skill set, Kristy learns new topics quickly and is always willing to help a peer if they have a question or need assistance.

Belinda Campbell, document control clerk, Document Control Center

Associate of the Month — March

Belinda Campbell

Belinda Campbell’s expertise in scanning and processing materials at the Augusta, Georgia, Document Control Center has earned her the March Associate of the Month Award. With more than 34 years of experience with the company, Belinda skillfully handles work for multiple lines of business while maintaining an outstanding individual quality score of 99.86 percent year-to-date. As the primary scanner, Belinda is largely responsible for achieving the department claim scanning timeliness metric of 99.81 percent. Her skills helped the department successfully process a special project — the World Trade Center Survey — that included more than 22,000 surveys. She is also cross training in other processes and has been able to step in when other associates are on leave. Her willingness to help has ensured the team meets daily and monthly metrics. Belinda is committed to her team’s excellence.