Happenings
Shared Services Celebrates Q2 Award Winners
Associate of the Month — April
Christopher Black
Christopher Black, a quality assurance coordinator in Claims Operations, is valued for his exceptional teamwork and dedication. One of his responsibilities is creating a quarterly newsletter for claims processers that includes helpful reminders, processing tips, alerts and statistics on problem areas. It also features a “Shining Stars” section, highlighting processors who achieve accuracy rates of 98 percent or higher to recognize those who pursue and achieve quality.
While passionate about quality control and process improvement, Christopher is also patient when training colleagues. He ensures they fully understand tools and processes by using clear, step-by-step guidance, which makes it a supportive and positive process. His dedication and positive approach have significantly benefited the team and the overall quality of work.
Associate of the Month — May
Samantha Cloud
Samantha Cloud, an analyst in the Appeals Department, is the Associate of the Month for her outstanding contributions during May. She is appreciated for her willingness to collaborate with her colleagues to ensure work gets completed promptly and is always ready to assist with special projects. Samantha’s dedication to providing thorough and timely appeal reviews combined with her relaxed and approachable demeanor makes her a valuable team member. She is also quick to acknowledge and celebrate her teammates’ successes, and she offers encouragement to others when the workload becomes challenging. Her can-do attitude fosters an environment of positivity and success.
Associate of the Month — June
Rebecca McKnight
After a colleague recently retired, Rebecca McKnight, a customer service advocate III in Claims Operations, took on additional responsibilities. Soon after assuming the additional responsibilities, her regular workload increased unexpectedly. Despite having expanded duties, Rebecca consistently met all deadlines and maintained accuracy in her daily tasks. She also sent the teamwork status updates through regular communications, which helped ensure the team stayed on track. Rebecca’s positive attitude and hard work earned her the June Associate of the Month award.
Process Improvement of the Quarter
Automated Process of ASC Code Pairs
Team members: Phongsavat Arounleut, Pamela Bannister, Cher Bowers, Cassandra Clark, Angela Culver, Claire Shauer, Tiffany Smith
Before October 2023, the process of auditing Ambulatory Surgical Center (ASC) code pairs was manual and time-consuming. The manual process took more than 200 hours and involved multiple steps such as reviewing requirements, determining changes, performing audit maintenance and obtaining approvals.
To improve the process, team members in the Claims Operations and Technical Support and Pricing Department automated the ASC code pairs process using three hard-coded audits. The new automated process eliminated the need for manual work, saving time and money and is the Process Improvement of the Quarter.
