Railroad Medicare Brochure (PDF,2654KB) - Palmetto GBA

Associate of the Year -ChristinaHarperThe Associate of the Year Award is presentedto an individual who has demonstratedcommitment to providing superior serviceto our customers. The Associate of theYear is an individual who is dedicated toassisting others and empowers team membersto achieve team goals.Christina received accolades in 2009 by severalbusiness partners. Christina was thanked by the RRBfor her continuous efforts in assisting them withcomplex beneficiary issues they forward to her. JeffWeisbarth, Membership Service Director with theUnited Transportation Union, sent a letter toacknowledge the prompt and thorough assistanceChristina has provided on inquiries from the UTUrelative to application of Medicare benefits torailroad beneficiaries.Many of the persons Christina deals with are irateand frustrated, making Christina’s professionalismand work ethic of critical importance. She has superbcustomer service skills and works quickly to resolveproblems while exceeding timeliness standards.Christina Harper has worked for the RailRoadMedicare contract for seventeen years. As PublicAffairs Specialist, her primary responsibility is toresolve executive level inquiries received fromCongressional offices and the Railroad RetirementBoard (RRB). In addition, Christina handlesescalated inquiries from the beneficiary andprovider community.Team of the YearThe Team of the Year Award is presentedto a team of associates who havedemonstrated exceptional commitmentto exceeding quality and performanceobjectives, improving customer service,implementing innovative processes andpromoting quality and making a positiveimpact on our organization.Team Members: Jason Autry, Octavia Huff, Teresa Martin,Tina Bowles, Chantay Chapman, Susan Gonnella, KarenBaldwin, Andrian Brooks, Qiana Brown, Trequila Clark,LaTasha Dawson, Helen Drayton, Tara Dunn, Tanika Elam,Donna Harding, Barrett Hughes, Ginevra Martel, DeborahMcCladdie, Peter McGee, Deirdra Miller, Debra Powell,Marc Raborn, Stacy Reinhardt, Daryl Richardson, ShelbyRogers, Sheronda Smith, Susan Valadez, Phoebe Yarbray.RRB Claim Operations was selected as Team of the Yearfor 2009 for their commitment to meeting PalmettoGBA strategic goals and for continually exceedingcustomer expectations. This team exceeded all CMSperformance metrics, having an annual score of 99%for timeliness and 100% for quality. The team had zeroaudit findings and was cited with a best practice for aninnovative approach to internal communications.They implemented ten process improvements andinnovations to improve efficiency, increaseautomation, decrease error rates and reduce cost.The Claim Operations team was also a part of theteam selected as this year’s winner of the ProcessImprovement of the Year (see Process Improvementof the Year for more information) for their role inimplementing an innovation that saves almost$46,000 annually. This team has the drive anddetermination to exceed customer expectations andto make Palmetto GBA stand out among its peers inthe industry.1617