Happenings
High Performers, High Impact: Division 93’s Q4 2025 Winners
Coach of the Quarter
Mary Cooper
Senior Medical Reviewer Mary Cooper has been recognized as Coach of the Quarter for her exceptional customer service, leadership and dedication to quality. She supports internal and external customers and serves as a subject matter expert for medical reviewers with complex claim questions. Mary monitors inventory and claim determination reports daily, quickly identifying anomalies and trends that inform training and operational improvements. She applies critical thinking to challenges, offering solutions to the team and contributing to process improvement projects. Her strong communication skills foster open dialogue and a strong team dynamic.
Team of the Quarter
Augusta Document Control Leads Team
Team Members: Cathy Stroud and Myra Christian
The Augusta Document Control Leads Team, Cathy Stroud and Myra Christian, exemplifies exceptional reliability, teamwork and leadership. They consistently deliver strong results across multiple lines of business while ensuring all performance metrics are met. Cathy brings unwavering dedication to quality, successfully leading the End Stage Renal Dialysis contract and overseeing the accurate processing of more than 7,000 records in iFlow. Myra contributes with her extensive understanding of the intake process, resolving complex issues and strengthening staff expertise through knowledge‑sharing. They apply their expertise to process improvements and contributed to five projects in 2025. Together, they provide superior customer service, maintain transparent communication and ensure continuity by stepping in wherever needed to support the team at every level.
Process Improvement of the Quarter
Add Parent Company to Weekly TPE Education Report
Team Members: Susan Coyle, Vincent Onyame, Dumbiri Stone, Kellie Warren and Jennifer Williamson
This improvement streamlined the Targeted Probe and Education (TPE) process by adding parent company information to the weekly report. Previously, providers under the same organization were contacted individually, creating duplication and inconsistent outreach. After identifying this issue, a report was created that established one point of contact for multiple providers under one parent company. Consolidating outreach reduced calls from 190 to 68 in six weeks. The change strengthened provider education, improved e‑services usage and lowered non‑response rates. The process saves 43 hours monthly and improves quality and efficiency by 100 percent. This improvement significantly boosts operational efficiency and increases the providers’ likelihood of filing claims correctly the first time ensuring faster payment.
