Happenings
Leadership and New Ideas Stand Out in Division 1M’s Quarter Two Award Winners
Coach of the Quarter
Martha M. Roberts
During a period of transition, Martha M. Roberts helped the new-hire department stay focused on developing quality customer service representatives. As Customer Service Supervisor, she encourages coaches to use engaging teaching methods and makes time to hear their ideas and support their growth. She also leads by example, joining provider calls to resolve concerns and taking calls during high-volume periods when her team needs additional support. Martha’s leadership is grounded in teamwork and a commitment to excellence.
Team of the Quarter
Brain Buzz
Team members: Teresa Brown, Madeleine Collins, Shelly Dailey, Dan George, Jason Hicks
The Brain Buzz team transformed traditional Medicare education into interactive, game-show style learning modules that present important information in a fun format. The team created three games covering intensity-modulated radiation therapy, therapy documentation and inpatient rehabilitation facilities. A game for home health providers is now being tested. By allowing learners to earn points for correct answers, Brain Buzz gives Provider Outreach and Education (POE) staff a creative tool that increases provider engagement and reinforces key information.
Process Improvement of the Quarter
Targeted Probe & Educate Project
Team members: Teresa Brown, Shelly Dailey, Belinda Marin
The Targeted Probe and Educate Project was created to give providers practical guidance before and during medical review, rather than only after an audit cycle ended. The POE team developed live webinars, an online module, videos and a checklist explaining how to respond to additional documentation requests, prepare records and navigate the review process. From May 2024 through May 2026, these resources reached more than 22,600 people. Project data also showed increased medical record submissions, fewer providers advancing to later review rounds and higher payments for properly supported claims.
