The Provider Communications Group Division of Contractor Provider Communications is pleased to announce its newest contractor recognition program.  This program, CMS PCSP ROCSTARS, will be 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 will be based upon nominations from the contractors.  All nominees will also be recognized by CMS.  Three to five CMS ROCSTARS will be awarded per PCSP area per award cycle.                                 

Awards

Provider Telephone Inquiries

Felecia Keefer, Highmark Medicare Services

Cindy Dobbs, Trailblazer Health Enterprises

Kristy Genoch, Noridian Administrative Services

Provider Written Inquiries 

LaShundra Othello, Trispan

Judy Zemke, WPS

Provider Outreach & Education

Kari Adams and Annie Scrivenand, Trailblazer Health Enterprises

Katharyn Hammond, Bill Angel, and John Santangelo, First Coast Service Options

Liz Daniels, NHIC

Juan Lumpkin, Palmetto GBA

Sherrie Varner, Trailblazer Health Enterprises

Award Criteria

CMS is looking for individuals who embody the goal of the Provider Customer Service Program – to continuously improve Medicare customer satisfaction through the timely delivery of accurate, accessible, and consistent information to providers in a courteous and professional manner.

To be a CMS ROCSTAR, the individuals must have achieved results that support the goal of the PCSP.  These results can be in many areas such as accuracy of responses, training, mentorship, exceptional customer service skills, creativity in designing ways to improve customer satisfaction, successful use of measurement tools, error rate reduction, and active integration with other contractor functional areas.  Contractors are not limited to these areas in identifying nominees.  They are provided only as examples. 

Downloads
Nomination Process [PDF 46KB]
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Page Last Modified: 02/18/2009 7:33:21 AM
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