Happenings
M Team Salutes Outstanding Employees for Q4 2023
Coach of the Quarter
Adrienne Sanders
As customer service manager in the Provider Contact Center (PCC), Adrienne Sanders is responsible for recruiting new talent and guiding them through the new hire process. The M Team Division has named her Coach of the Quarter for the fourth quarter of 2023 because she puts new hires at ease, motivates them to do their best and gives them the opportunity to provide feedback through the new-hire training survey she cocreated. She sees the best in all employees and helps them see the best in themselves. She truly cares and is passionate about seeing everyone succeed. Knowing that everyone has obligations outside of work, Adrienne asks candidates about potential schedule conflicts before hire to ensure they are assigned a shift that suites them. By creating an environment of self-sufficiency, support and training opportunities, Adrienne helps ensure that quality is maintained for the Provider Contact Center.
Associate of the Month—November
Bonnie Miller
Bonnie Miller, communication specialist II for Provider Outreach and Education (POE), was recognized as November 2023 Associate of the Month by the M Team Division for consistently surpassing what is required by managing meetings, projects and events to help ensure POE is successful. Bonnie is organized, produces high-quality work and is often the go-to person for answers.
As the department was transitioning to a new event management platform, several employees had difficulty accessing the training modules. Bonnie took the time to call each person having issues and walked them through the process. Her commitment to teamwork and the organization helped everyone successfully transition to the new platform. Bonnie has also contributed to several process improvement initiatives that produced positive, measurable results—from increasing survey participation and quality scores to reducing error rates and waste. She is committed to POE and is a key player in its success.
Associate of the Month—December
Sele’Ta Woodberry
Sele’Ta Woodberry is a vital member of the Medicare Part B Jurisdiction J and M PCC where she serves as a customer service coach. The M Team is recognizing her as the December 2023 Associate of the Month for her outstanding work ethic and knowledge of Medicare.
Sele’Ta supports new hires during and after they complete their training. She listens to their calls, provides feedback and creates training materials for bi-weekly training sessions. Her goal is to make sure everyone succeeds. Sele’Ta encourages customer service associates (CSAs) to contact her if they need help. She has exceptional analytical and problem-solving skills and is adept at toggling between computer chats and agent calls in the PCC. She prides herself on being available when others need assistance. Sele’Ta is also valued for boosting CSA morale and her creativity is developing training exercises and games that are fun and educational.
Process Improvement of the Quarter
Devonte’ Benson
Devonte’ Benson, a cost reporting technician in Provider Reimbursement, is being recognized with the Process Improvement of the Quarter by the M Team for improving the way certified mail is processed. Prior to being implemented, certified letters were processed as they were submitted. The process required switching between computer programs multiple times throughout the day. The interruptions meant certified mail processing took up to 5 hours a day. With the new process they wait until all the certified mail has been submitted and they complete all the required documents in advance. This eliminates the repeated opening and closing of programs and increases accuracy. This new process, which takes only one hour, improved efficiency and resulted in measurable cost savings.
Team of the Quarter
Provider Contact Center Management Team
The M Team is honoring the PCC management team with the Team of the Quarter award for the final quarter of 2023 for overcoming staffing challenges and achieving all contract metrics. The average speed of answer had been a consistent challenge. To reach the quarterly goals, the team needed to double their efforts. The management team discussed with their staff members the challenges they all faced and gained their buy-in to adopt a positive mindset and give their all. The team was successful because they made a concerted effort to discuss challenges, listen to one another and guide and support their staff members while also empowering them to make judgement calls when appropriate.
PCC Management Team: Edric Stephens, Brandon Scott, Latasha King, Belinda Marin, Harold White, Andrew Levy, Adrienne Sanders, Jennifer Williams, Felecia Wallace, NeShawn Benjamin, David Trzaskos, Shemeka White, Allison McLeod, Eugene Burr, Wendy Weary, Melissa Polhemus, President Chisolm, Terrence Proudy
