Aditya Deshmukh, a senior developer, eCommerce

Division 34

Aditya Deshmukh

Aditya Deshmukh, a senior developer, showed exceptional dedication and skill in the first quarter of 2024 by independently completing the requirements analysis and development work for a project. Originally estimated to take several months, Aditya completed the project a month early, allowing extra time for thorough testing. He worked tirelessly to ensure this project and two additional requests were completed ahead of schedule. His collaboration skills and detailed explanations of needed changes produced an effective and functional solution.

Aditya is also a fantastic teammate, often pausing his own work to help colleagues with his expertise. One teammate noted, “Adi never focuses solely on his own tasks; he steps in to help regardless of timelines. He patiently explains processes and concepts clearly and approachably, boosting team confidence and always resolving issues.”

Stephanie Gandy, business analyst III, Provider Audit and Reimbursement

Division 28

Stephanie Gandy

Stephanie Gandy, a business analyst III in the Provider Audit and Reimbursement Department (PARD), consistently delivers outstanding service to her customers. As a lifelong learner, she actively pursues continuing education and seeks opportunities to enhance her skills. Her dedication has enabled her to provide effective solutions to auditors facing template-related challenges. Additionally, her self-taught coding skills have equipped her to support template maintenance and development.

Stephanie excels in her role because she prioritizes customer service and always offers practical solutions to problems. She is professional, courteous, and understanding, continually seeking ways to improve efficiency and effectiveness within PARD. Stephanie never shies away from a challenge and relentlessly pursues her goals. Her efforts make her team shine, and they deeply appreciate her contributions.

Iris Green, accountant II, Debt Collection and Referral Support

Division 54

Iris Green

Iris Green, an accountant II on the Extended Repayment Schedule (ERS) team in the Debt Collection and Referral Support Department. Iris always puts in the extra effort to ensure every customer feels heard, valued and supported. One provider was so impressed that they praised her promptness, kindness and expertise, calling her an asset to Palmetto GBA.

Iris is known as a go-to expert for ERS-related matters by many associates in other departments. She is usually the first to step up and assist when other departments submit questions. Besides her excellent customer service skills, Iris is a true team player. Her colleagues often rely on Iris because her calm and collected approach helps them successfully manage their work when feeling overwhelmed. Iris shows great empathy for both her coworkers and the providers and treats each situation with care and understanding.

Canderia Peterson, supervisor, Claim Operations

Division 29

Canderia Peterson

Canderia Peterson, a supervisor in Claim Operations, is dedicated to monitoring inquiries from the Provider Contact Center (PCC). She ensures timely and accurate responses, often collaborating with subject matter experts and management to gather needed information. Canderia is valued for being proactive by following up with customers and colleagues to ensure issues are resolved. PCC management has praised her persistence and helpfulness. Her peers and management frequently express their gratitude, with one colleague noting, “Because of her passionate approach and thoroughness, Canderia is a go-to resource for call center management when they need fast resolutions.”

Canderia is always looking to expand her knowledge and develop new skills, which will help her resolve future inquiries effectively and efficiently. Her commitment to courteous, exceptional service and effective problem-solving skills makes Candria an invaluable asset to the team.

Martha Roberts, customer service supervisor, Provider Contact Center

Division 1M

Martha Roberts

A customer service supervisor in the PCC, Martha Roberts is known for her patience and empathy while ensuring that every problem is resolved. One of Martha’s strengths is her ability to make people feel heard. She understands that caller frustration stems from the problem, not the people themselves, allowing her to de-escalate situations and leave callers feeling satisfied and appreciated. Martha is not only a preferred contact for customers but also for customer service advocates, thanks to her kind nature and commitment to excellent service. Her prior role as a coach has equipped her with the ability to provide constructive feedback in a respectful manner, empowering others by teaching them how to find solutions on their own.

Martha’s staff trust and confide in her with both professional and personal matters, and she provides guidance and support for their various needs. As a supervisor, Martha assists with surprise birthday parties for the management staff. She motivates her team by sharing a motivational quote in the team chats each morning, reminding them of their greatness. Her dedication to creating a positive and empowering work environment has earned her loyalty and respect from all who work with her.

Rochell Smith, customer service coordinator, RRB Customer Service

Division 93

Rochell Smith

Rochell Smith, a customer service coordinator the Railroad Retirement Board (RRB) Specialty Medicare Administrative Contractor’s (SMAC) Customer Service Department in Augusta, GA, consistently resolves customer inquiries with exceptional care and attention to detail. Her ability to empathize with customers makes them feel heard and valued. She recently received several positive comments from customers who appreciated her dedication and problem-solving skills. One customer mentioned how remarkable Rochell was in providing help and finding a resolution for an ongoing issue, while another praised her calm and patient demeanor while navigating the Medicare website, calling her a rockstar.

Rochell has been a reliable support for the provider and beneficiary lines of business, consistently meeting and exceeding quality expectations. Her dedication and commitment to excellence have significantly contributed to the department’s overall performance. Whenever a team member is out, she steps in without hesitation, ensuring smooth operations. Rochell has also been instrumental in supporting new hire initiatives, particularly through questions and answer sessions, helping new team members navigate their roles with confidence.

Lowell Yarborough, analyst, Provider Enrollment

Division 10

Lowell Yarborough

Lowell Yarborough, a dedicated provider enrollment analyst in Division 10, has been with the company for 25 years. Known for his thoroughness and professionalism, Lowell takes the time to answer providers’ questions and ensures they understand any necessary processes. Recently, he guided a new provider through the enrollment process, easing their nerves and helping them confidently complete the application.

Lowell frequently assists providers on customer service lines, even when their inquiries fall outside his job scope. He goes beyond expectations by providing resources to help them find the information they need, showing his dedication and helpful nature. Providers often call Lowell for further guidance because they trust his expertise.

Lowell is usually one of the first to log on to the customer service lines, helping to reduce customer hold times and ensure the team meets departmental standards. He maintains a positive attitude that is contagious. Always willing to assist his coworkers and customers, Lowell’s commitment and positive demeanor make him an invaluable team member.