Barbara Feliciano, data analyst I, Eastern Region Site Verification Services

Coach of the Quarter

Barbara Feliciano

Barbara Feliciano joined the Eastern Region Site Verification Services Department as a data analyst I in 2021 but has been with Palmetto GBA for 30 years. She is a great team player and always willing to help others, but she is also a great mentor. In addition to implementing several process improvements to streamline her department’s work process, Barbara has written work instructions for most of the department job functions so anyone can use them to perform any task. There are some job functions that each of us do only a few times a year, so the instructions are a great resource and memory prompt that prevents delays that could occur without them. “Barbara has been an amazing mentor to me and others on our team. Her knowledge in this area is remarkable,” said Melissa Andrade, data analyst II. “She has shared so much of her knowledge, which has helped me become more proficient in my work duties. I know she is right there if I need her, just a phone call, email or Microsoft Teams chat away ready to assist me.”

Brooke Templar, quality coordinator, Support Operations

Associate of the Month — January

Brooke Templar

Before and during the first quarter of 2024, Brooke Templar performed additional duties while covering for two coworkers who were out on medical leave. During this period, the division also made changes to its reporting processes and reporting and metric timelines. Brooke, a quality coordinator in Support Operations, took the initiative to ensure the team’s internal submission deadlines were met. She also took the time to communicate changes, along with details about what changed and why, so the information could be relayed to upper management immediately. Regardless of her workload, Brooke always makes herself available to help others. Her teammates truly appreciate her outstanding performance and support and named her the Division 10 January Associate of the Month.

Cornelius Jeffcoat, business analyst II, Competitive Bidding Implementation Contractor Operations

Associate of the Month — February

Cornelius Jeffcoat

Cornelius Jeffcoat approaches work with a positive attitude and an unwavering commitment to achieving and exceeding quality metrics. A business analyst II in Competitive Bidding Implementation Contractor Operations and the February Associate of the Month, Cornelius takes his reporting responsibilities seriously, ensuring documents are accurate and submitted on time. Cornelius is thorough and detail oriented, so he asks questions and clarifies information before proceeding with an assignment. His commitment and dedication to completing every task is exemplary. He is also dependable and consistent in meeting timeliness standards on all metrics. Cornelius is a tremendous help to management and other team members to complete critical updates to contract standard operating procedures and in explaining department operations and responsibilities to new management. During the first quarter, Cornelius joined his team in submitting two process improvements that achieved a greater than 94 percent quality improvement.

Stephanie Miller, quality coordinator, Jurisdiction J Provider Contact Center

Associate of the Month — March

Stephanie Miller

Stephanie Miller provides superior customer service and is quick to research and answer questions. She is proactive in addressing potential issues to ensure quality metrics are met. Her outstanding performance has earned her the March Associate of the Month Award.

In addition to serving as a quality coordinator for the Jurisdiction J Provider Contact Center, she has accepted additional responsibilities for other contracts and lines of business. As she does with all her other work, Stephanie meets or exceeds the quality objectives for these additional departments. She also introduces new hires to department quality assurance guidelines and answers questions to make sure they understand requirements and expectations. Considered the department process improvement guru, Stephanie has submitted four process improvements for her team this year.