Customer Experience is a major focus for Palmetto GBA. We are constantly working to ensure our customers receive outstanding service. Joe Roof, director of program improvement, is a driving force behind the success of the new initiative “We are ALL about service”. He and his team developed an enhanced program that includes all associates. In recognition of his efforts, Roof has been named manager of the quarter.

“Joe has had a remarkable impact on our Customer Experience initiative,” said Vice President of Support Operations Elaine Garrick. “Joe has led the effort to bring this initiative to the forefront and create awareness and buy-in of associates throughout the organization.”

Roof and his team began with the idea that exceptional customer service is everyone’s responsibility not just that of customer service representatives. The team analyzed customer survey results and developed a plan to address service challenges. Palmetto GBA has implemented their own survey tool to increase the frequency of provider feedback that is analyzed and shared throughout the company on a weekly basis.

“We got the entire organization on board with a renewed commitment to our customers and their experience with Palmetto GBA,” Roof said.

Roof’s commitment to customer service is just one example of his contribution to Palmetto GBA.

“Joe stands out in multiple ways, which is why I felt compelled to nominate him,” Garrick said. “He has demonstrated his success as a leader in his team and individual accomplishments, his approach to solving problems and his outstanding project management.”