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2011
Medicare Fee-for-Service
Provider Customer Service Program (PCSP) of the Year Award Extraordinary Performance….Extraordinary Results The Centers for Medicare & Medicaid Services recognized Wisconsin Physicians Service (WPS), the A/B Medicare Administrative Contractor serving Jurisdiction 5, as the Provider Customer Service Program of the Year for excellence in implementing a comprehensive, effective and efficient PCSP approach, that leverages the integration of the Provider Contact Center, Provider Outreach and Education and Provider Self-Service to offer timely, accurate and consistent information resulting in the satisfaction of Medicare providers. WPS was acknowledged for embracing the goal of PCSP integration through the use of a variety of PCSP resources (i.e., data analysis, training, technology and provider education) to exceed program requirements, resulting in consistent performance, savings to the operation and outstanding collaboration. CSR KUDOS The Provider Communications Group, along with a Technical Contractor, remotely and directly monitors Customer Service Representatives (CSRs) for their accuracy and soft skills in responding to inquiries. During this process, we identify CSRs who have exceeded CMS' expectations and have gone beyond their customer service duties. Recognition is given through a process known as CSR Kudos. Kudos have been awarded to the following CSRs: CSR KUDOS Awards October 2011
Patricia Humphrey – National Heritage Insurance Corporation (NHIC) DME A September 2011
Marcy Hammonds – Wisconsin Physicians Service Legacy Part B August 2011
Andrea Flemmer – Noridian Administrative Services (NAS)
Samantha Bohrer – Wisconsin Physician Service (WPS)
Gabrielle Snell – Pinnacle (PBSI) Legacy Part A
Kristy Bailey – Noridian Administrative Services (NAS) Legacy Part A
Patty Baker – National Heritage Insurance Corporation (NHIC) May 2011
Claudia Washington - Pinnacle Business Solutions
Wildamarie Santiago - Cahaba Government Benefits Administrators
Sonya Rayford - TrailBlazer Health Enterprises
Kathy Brenizer - Highmark Medicare Services
Joe Barnett - Palmetto Government Benefits Administrator March 2011 LaToya Chisholm - Cahaba Government Benefit Administrators February 2011 Amy Roehrich - Noridian Administrative Services November 2010
Cathy Thompson - National Government Services September 2010
Bridgette Salley - CIGNA Government Services August 2010
Johnnie Johnson - Trailblazer
Latasha King - Palmetto GBA
Lisa Towle - NHIC April 2010
Larry Wilkerson – Cahaba – Des Moines- RHHI
Cheryl Dupre – Pinnacle- Legacy B
Samara Cintron – First Coast Service Options- PR March 2010
Rhonda Stephens – TrailBlazer J4 AB MAC
Theresa Martin – TrailBlazer A
Cathy Guess – Pinnacle A January 2010
Tina Scheib – Highmark AB MAC
Jack Daniel – Cigna DME MAC
Ebony Motley – Cigna DME MAC April 2009 Karen Price – First Coast Service Options February 2009 Xandra Fincher - Palmetto GBA
Gabrielle Snell - Pinnacle Business Solutions January 2009 Aida Berry - Triple-S
Darlene Berry - National Government Services
John Vann - CIGNA Rhonda Pitts – CIGNA CMS ROCSTARs CMS ROCSTAR Awards (Recognizing Outstanding Customer Service That Achieves Results) are offered three times per year with a different area of the contractor's Provider Customer Service Program recognized each time – provider telephone inquiries, provider written inquires, and provider outreach & education. The awards were based upon nominations from the contractors. Recognition is given through a process known as CMS ROCSTARS. To be a CMS ROCSTAR, the individuals must have achieved results that support the goal of the Provider Customer Service Program. CMS ROCSTAR Awards have been extended to the following employees: CMS ROCSTAR Awards Provider Written Inquiries – April 2011 Tashana Bray – Palmetto Legacy B Provider Telephone Inquiries - July 2011 Julie Green - WPS A/B MAC Donna McCollum - WPS Legacy B Gustavus Mead - NGS Legacy A Christine Smith - CGS DME MAC Provider Outreach & Education – November 2011 Liz Daniels, Jim Hardiman, Judie Roan, Mindy Schuler and Denise Winsock – NHIC DME MAC CMS would like to extend congratulations once again and say "Thank You" for the excellent service! | Downloads | JSMTDL-11107 - Recognizing Outstanding Customer Service That Achieves Results (ROCSTAR) Award [PDF, 41KB]
PCSP of the Year 2010 Final [PDF, 219KB]
PCSP of the Year Template Final, 2010 [PDF, 312KB]
PCSP of the Year 2011 Final [PDF, 270KB]
PCSP of the Year Template Final, 2011 [PDF, 493KB]
Provider Customer Service Program (PCSP) of the Year, 2009 [PDF, 55KB]
RocStar Nomination Form [PDF, 33KB]
RocStar Nomination Process [PDF, 46KB]
Eye Catching Practices [PDF, 28KB]
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Page Last Modified: 12/15/2011 3:30:05 PM
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