Coach of the Quarter – Linnie Taylor

Linnie Taylor, a Lead Claims Processor, has been with Palmetto GBA for over 37 years. Linnie is a hands-on coach who jumps in to help teammates accomplish their goals. She encourages her team to grow through training and mentoring. Linnie is open to new ideas and trying different ways to improve her team and departmental processes. According to her team, "Linnie is a joy to work with. She knows her job and shares her knowledge freely with the team. If a problem arises, she is quick to inform everyone and seek help in solving the issue." For her dedication to excellence, we are excited to announce Linnie Taylor as our Coach of the Quarter.

Team of the Quarter – Part A Home Health and Hospice (HHH) Claims

The Part A Operation Support Unit (OSU) is a team of experts who work together effectively and efficiently. The team recently submitted and implemented a process improvement that created new code that enabled them to complete over 5,000 claims in a matter of hours. This group is responsible for addressing the daily emails coming in from departments. This team is a powerhouse when it comes to collaborating; they do so through daily group emails, peer reviews, and work rotations. For their ongoing efforts to be efficient, provide excellent customer service, and push the boundaries of their departments' productivity through process improvements. For this reason, we are excited to announce them as our team of the quarter.

Team Members: Robert Anduiza, Lisa Cooper, Erin Davis, Porshia Fisher, Lanita Howard, Nikki Jacobs, Monica McCray-Wilson, Deborah Miller, and Antia Revels

Process Improvement of the Quarter – Part A OSU

Before the implementation of a new process, data needed to be retrieved from a monthly report and sent to the JJ/JM MAC Contracting Officer Representative (COR). The purpose of this report is to locate any claims that bypassed the Medicare Code Editor or Outpatient Code Editor. To ensure compliance, claims must be pulled one at a time and searched for the specific reason codes in the claim audit trail. The amount of time it takes to verify each claim using this manual process is time-consuming. Post-implementation, the Part A Operation Support Unit (OSU) wrote a new line of code that would help to automate this process and ensure accurate and efficient form submission to the COR. This new code was able to complete a report in approximately six hours, significantly improving processing time.

Team Members: Monica McCray-Wilson, Jason McEwen, Deborah Miller, and Janet Patrick

Associate of the Month (August) – Jeannette Norris

Jeannette Norris, a Quality and Assurance Coordinator, is professional, respectful, courteous, and helpful. She provides accurate, concise, and clear information when asked a question. Jeannette participates in assisted peer trainings and is active in open discussions. She consistently expresses new ideas and processes for improvement within her team. For her commitment to her job and team, we are excited to announce Jeannette Norris as our Associate of the Month.

Associate of the Month (September) – Jessica Klein

Jessica Klein, an Appeals Analyst, is a key team member, helping to meet the departmental goal of completing 99.5% of all redetermination cases within 60 days. Jessica exceeds the daily production requirements of 5-7 cases per day. In addition, Jessica has maintained a 100% score on her monthly Quality Assurance (QA) reviews for the entirety of 2022. She is supportive, kind, and has a great attitude. According to her team, "Jessica is a prime example of an Associate of the Month and a huge asset to our team." Congratulations Jessica!