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Happenings
Recognizing Outstanding Customer Care
June 19, 2024
Twice a year, Palmetto GBA recognizes associates who provide our customers with an exceptional service experience. They are selected because they consistently exceed performance metrics, make every effort to resolve customer issues, create loyal customer followings, turn negative situations into positive ones and consistently receive positive customer feedback. Their commitment to exceptional service ensures that our customers’ questions are answered, and issues are resolved quickly and professionally.
Congratulations to the Palmetto GBA Spring 2024 Customer Xperience (CX) Award winners for their outstanding achievements.
Marzyeh Ghorbanali, accounting technician III, Finance Operations
Marzyeh Ghorbanali
Marzyeh Ghorbanali is a role model for dependability, integrity, compliance and commitment to her job, team, and company. As the primary expense reports processor, Marzyeh spends several hours each month guiding associates through this process to ensure reports are complete and accurate while delivering exceptional customer service to her co-workers. She tests travel module software upgrades and makes recommendations before they go live. She also performs quality control checks on new procedures. When a question comes into the department email account, she quickly accesses the situation and responds privately with either the answer or her suggestions for a solution. When her workload lightens, Marzyeh offers to help her coworkers, so the entire department works more efficiently.
Joe Holt
Joe Holt provides exceptional customer service to providers and the Centers for Medicare & Medicaid Services (CMS). Known for being reliable, responsive and patient, Joe makes himself available, freely offers his knowledge and regularly assists with escalated inquiries. A representative with CMS provided this feedback: "Joe Holt has been the absolute, most responsive person at Palmetto for me. Very quick responses with all appropriate information included with the response. I do not recall ever having to send him a follow-up for additional info with his responses."
Jillian Lees, medical affairs coordinator, Shared Services
Jillian Lees
Despite having a very heavy workload for nearly a year, Jillian Lees has surpassed all expectations, ensuring that her team met all metrics and turnaround times. A medical affairs coordinator for the Molecular Diagnostics Program, Jillian handles provider inquiries and policy-related duties and is praised for being highly adaptable and skilled at multitasking. Providers and other customers frequently mention her grace and professionalism when leaving positive feedback on their customer experience.
Dawn Mackey, provider file operations supervisor, Jurisdiction M Operations
Dawn Mackey
Dawn Mackey recently assumed the role of Supervisor for the newly established Provider Audit Support Services Team. She supports the Provider Audit & Reimbursem*nt Department (PARD) with software maintenance and issues, data management, product development and training new staff on processes and procedures. Dawn is known for her open-door policy, positive attitude and being professional and proficient at problem-solving and for searching tirelessly to find a solution. Dawn also takes the initiative to advance her skills with additional training so she can better serve her customers in PARD. During new hire training, she ensures each associate is properly set up and understands the processes. She makes herself available and encourages staff to reach out when they need help.
Jay Roof, information systems auditor II, Systems and Support
Garland (Jay) Roof
Audits are rarely pleasant, but Jay Roof has a way of making both internal and external participants feel more at ease throughout the process. In the last year, Jay, an information systems auditor II, successfully served as primary lead on several smaller assessments and co-leader on two of the largest, most visible audits. Jay ensured the audits were completed accurately and on time by taking detailed notes, asking clarifying questions and communicating clearly and directly. His collaborative approach to auditing and commitment to supporting and assisting internal partners and external auditors makes the process as pleasant as possible.
John Sessions, document control clerk, Railroad Retirement Board Operations
John Sessions
John Sessions has a customer-first mindset and is always ready to help wherever needed. Described as responsible and loyal, John is praised for his contagious, positive attitude, which helps him build strong working relationships with his peers across multiple lines of business. His due diligence ensures that his areas have no private health information violations. John’s consistently high department and individual quality scores, both above 99 percent, reflect his solid commitment to quality and to our customers.
Brooke Templar, quality coordinator, Support Operations
Brooke Templar
Everyday Brooke Templar, quality coordinator in Support Operations, offers customers outstanding service. She conducts training and provides ongoing assistance to new hires. Brooke is always there to lend her coworkers help with audits, follow-up actions and backlogs. “Brooke provides excellent assistance to our customers on a daily basis and is invaluable to the performance and ongoing functions and tasks in the Quality Assurance Department,” said Vikki L. Toole, Quality Assurance Manager.
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