"Sonya embodies the characteristics of an effective LEADER: she communicates brilliantly, motivates her team through both easy and difficult challenges, and leads by example with a dedicated work ethic and a positive approach to everything that comes her way, including high-pressure situations!"

It is with great pleasure that I nominate Sonya Johnson for Employee of the Quarter. She is MORE THAN DESERVING of this recognition for her outstanding commitment to her team and the overall success of PAI.

Sonya embodies the characteristics of an effective LEADER: she communicates brilliantly, motivates her team through both easy and difficult challenges, and leads by example with a dedicated work ethic and a positive approach to everything that comes her way, including high-pressure situations!
She recently demonstrated exceptional leadership when a key broker partner company dissolved. Sonya guided her team through the transition of over 150 impacted groups to a new enrollment platform. She worked tirelessly, putting in long hours to test new electronic applications and conduct demos for transitioning groups.

Furthermore, following a recent organizational restructuring, she faced significant staffing shortages. Sonya rose to the challenge by reshuffling functions and working closely with her team to master new tasks, all while developing updated procedures and ensuring her team did not become overwhelmed or burned out. Her dedication to employee well-being is as strong as her focus on success.
Additionally, she seamlessly took on new functions when another unit's supervisor position went unfilled, managing the transition of employees into her area with a rare level of grace and willingness.

Sonya is currently actively participating in working with our technology partner on building and testing of the brand new electronic enrollment and file application platform- and will play a critical role in transitioning of over 600 clients to the new system once fully developed and tested.
Sonya amazes me daily with her positive attitude and the immense effort she puts into everything she does. I know we can count on her regardless of the circumstances. Sonya is truly a GEM and a great ASSET to PAI!

Heath Ward

I just wanted to send you another email to tell you what an AMAZING employee Heath is!! He is a HUGE asset to PAI!!! We just can't do without him!!! He's courteous, very friendly, knowledgeable, professional, customers love him and so do we!!!

Daisha Williams

A caller left voicemail detailing that Daisha was very patient and helpful. Daisha kept a cheery and positive attitude for the entire call.

Christina Orellan

Vincent called and said Christina's customer service was fantastic and that she answered all his questions and was professional and positive she did a great job. Additionally, Myra asked to be transferred to management to express appreciation for Christina Orellana assisting with getting ID cards and policy information

Tamara Wise

Frederick wanted to complete a survey regarding the Customer Service skills for Tamara Wise. Tamara spent almost 30 minutes on the call assisting this member with updating the spouse information and helping this member navigate the PAI Website and complete registration with My Benefits Manager. Additionally, Tamara has always been exceptionally helpful and understanding from the start. She helps in areas where you may be lacking, need understanding and or just need a little motivation/ a push. She does her job very well, and is a pleasure to work with.

Deborah Berley

David provided Kudos for Deborah Berley advising that he just had to let someone know that Deborah spent 40 minutes assisting him and he was very pleased with the service and wanted to let everyone know. Deborah was very clear and detailed and navigated David thru the PAI website step by step. This caller was not enrolled with PAI at the time and was just trying to get information about the benefits offered thru the employer.

Melissa Perkins

Member spoke with our Escalation Line to provide Kudos for Melissa Perkins. She wanted to take time and thank Melissa for being verify helpful by explaining the plan details and providing web addresses for Eyemed and Dentemax. EE wanted to take time to thank Melissa for her willingness to assist her and providing great customer service

Jacqualine Dobey

Member left a voicemail advising she was very appreciative of Jacqualine Dobey’s service. Jackie answered all questions with ease. She was kind and hospitable and her knowledge of the policy was amazing.

I wanted to share another Kudos Voicemail that was received tonight. EE wanted to take time and compliment Jacqualine Dobey for addressing her claims concerns. EE indicated she had spoken with 2 advocates previously today. She indicated that each advocate was supposed to call her back but she never got a return call. EE has struggled to get basic information regarding claims that she had submitted and Jackie was now the 4th person she had to explain her call reasons. Jackie handled claims questions with “a lot of compassion, professionalism, respect, understanding and helpfulness”. Jackie advised that she would follow up with her and EE expected that to be on Monday or Tuesday. EE advised she was surprised that Jackie called her back within an hour of her call today with lots of good helpful information regarding why the claim was not processed and what she needed to do to get claims completed. EE felt that she was given the runaround and was truly frustrated. She wanted to sing Jackie’s praises and ensure that Jackie’s good service was recognized. Calls like this show the importance of taking time to listen to our callers and see why clear and concise information including all next steps are needed to be presented on each call.

Daytra Dantzler

Lauren is a new customer with PAI. This is her 1st time calling and she has never had a great experience calling insurance. She said Daytra Dantzler went beyond call of duty by explaining coverage and sending a list of providers during the call. Lauren really appreciated the customer service.

Edwin Knight

I wanted to share a voicemail that one of our members left yesterday to recognize Edwin Knight’s service. Ed was the 1st call logged for this member’s account thru group 2921200. This is a great way to show how PAI providing great service from the start helps to make the member benefit experience better. EE wanted to let us know how amazing Ed was. She indicated Ed was “very informative, very helpful and answered all questions flawlessly. Ed gave more information than was needed and it was a pleasure to go thru the call with him.

Twanda Williams

I would like to nominate Twanda for recognition as an outstanding supervisor. Twanda consistently leads by example and creates a positive, supportive work environment. She is always willing to answer questions, provide guidance, and help the team succeed. Her professionalism, patience, and encourage make a real difference every day. Twanda treats everyone with respect and fairness, and she takes the time to listen to her employees' concerns. She motivates the team to do their best while recognizing hard work and accomplishments. I truly appreciate Twanda's dedication positive attitude and commitment to both her employees and the company. She is an exception supervisor who deserves to be recognized for the impact she has on her team.

Denise Zeliff

Denise Zeliff is truly the heart and soul of the Medical Bill Review Unit (MBRU) for the P&C area. As our workload has grown substantially, Denise has consistently stepped up to absorb a significant portion of the additional volume while seamlessly taking on numerous new responsibilities. Her willingness to go above and beyond is evident in the support she has provided not only within MBRU, but also to other areas assisting our team. She demonstrates a proactive mindset, continually identifying opportunities to enhance workflow efficiency, drive cost savings, and improve the overall experience for our clients. Her dedication, adaptability, and positive attitude make her an invaluable asset to the team and a key contributor to our ongoing success. Denise exemplifies the qualities this award recognizes, and her continued contributions make a meaningful difference to both our team and the clients we serve.

Tykesha Johnson

Tykesha Johnson is a person like no other. She wears many hats on our team. Not only as a coordinator but as a counselor, teacher, listener, and someone who you could count on. Tykesha brings so much joy to our team. Even on her bad days she brings the good out of you. CSAs really respect her character and judgment. Her dedication, creativity and attention to detail have truly impressed me and contributed significantly to our team’s success. Her positive attitude and willingness to go the extra mild do not go unnoticed.