Coach of the Quarter – Lori Rodabaugh

As a Lead Appeals Specialist, Lori Rodabaugh provides continuous, supportive feedback to the associates in her department. Coaching and assisting her team to assure that projects are not only completed promptly but at the highest possible quality. Lori takes pride in keeping positive work relationships. Her team says it best, "Lori does a tremendous job providing answers and feedback to our staff every day. Our department depends on her, she is vital to our ability to complete appeals correctly and maintain a knowledgeable and satisfying work environment.”

Team of the Quarter – Location 215 Production Team

The Location 215 Production Team ensures that claims are resolved timely and accurately. To accomplish this, they assure everyone is trained and possesses a thorough understanding of the job. Through daily communication, team meetings, and virtual workgroups, the team was able to complete large volumes of claims quickly and accurately. This allowed the Location 215 Production Team to not only resolve more than 31,000 claims but also focus on the outpatient prior authorization process.

Team Members: LoveaLee Blevins, Tammie Myers, Canderia Peterson, Sandy Scott, Pamela Steele, Shelli Townsend, Melissa Watters, Donna Wear

Process Improvement of the Quarter – Audit 289 Diagnosis Code Spreadsheet

Before the new workflow, the processing staff compared a list of diagnosis codes to their suspending claim list to fulfill audits. If diagnosis codes on the claim were in the suspending claims list, the service is denied. This diagnosis list is complex with an extensive range of codes. To streamline the process the team created a new spreadsheet containing all diagnosis codes in individual cells. It is now possible to search for individual codes, saving time, money, and improved accuracy. Since implementation, more than half of the team use the spreadsheet daily and 91% say that it reduces processing time while adhering to quality control standards.

Team Members: Jason Autry, LoveaLee Blevins, Rita Brammer, Tricia Cordell, Angela Culver, Lori Holsinger, Whiney Varnadoe, and Monica A Williams 

Associates of the Month

January – Hillary Whittington

As a Senior Medical Reviewer, Hillary Whittington consistently goes above and beyond to meet and exceed expectations. She recently trained as a Comprehensive Error Rate Testing (CERT) Lead and lends her expertise to help her team. Hillary is very knowledgeable. She provides support to her teammates and ensures that her and her team’s work is completed on time and at the highest standard.

February – Elizabeth Graham

Elizabeth Graham, an Appeals Analyst, is a positive, charismatic, and exceptional team member. She thoroughly examines and studies materials to understand what is required so that she may make the best and most informed decisions for the team. Elizabeth exceeds quality measures time and time again. We are excited to announce her as Shared Services second quarter Associate of the Month.

March – Dianne Mancini

Dianne Mancini, a Lead Claim Processor, is a team player who takes on extra tasks, supports her team, and meets departmental goals and standards. Even in times of difficulty or stress, she finds a way to make the situation better and to put a smile on your face. Dianne takes the lead in communication with her team, sharing new insights, goals, and reminders to ensure that the department is aware of upcoming tasks. Dianne is always looking forward to finding ways to improve processes and procedures for the team and company.