August 2018 CHOICE Commendations
Providing excellent customer service is something we should always strive for. Here are excerpts from some of the numerous compliments we receive each week from members thanking CHOICE staff for a job well done.
A Brooklynite who is enrolled in a VNSNY CHOICE health plan wrote a letter praising the support he received from his CHOICE Nurse Care Coordinator, Maya Cooks, in dealing with various medical-related issues recently. “She made sure I felt a part of the decision-making process, and answered my questions in terms I could comprehend,” he noted. “I was very impressed with the dignity and respect she extended to my whole family. Nurses like Ms. Cooks are invaluable to our community each and every day. Thank you so much!”
Read Maya’s story about why this member encounter went so well.
A CHOICE member phoned to thank Member Services Representative Joslene Jno-Lewis for being “absolutely exceptional” in providing assistance on a challenging matter recently. “She had to place me on hold and came back twice just to check up on me and let me know she was still waiting on the line,” the member added. “She was truly wonderful.”
A CHOICE Medicare Advantage member praised the support she’d received from Member Services Representative Sheila Benitez. “I was very satisfied with her,” she said. “Sheila helped me and was very nice to me. I love VNSNY.”
Another CHOICE member called to say that Member Experience Representative Elizabeth Accolla “did an outstanding job answering my questions and providing me with information that I didn’t even know I was entitled to.” The member continued, “She went above and beyond to assist me with reaching out to my doctor. I am so glad to know that I can keep my OTC benefit and that the machine I need is covered.”
The wife of a CHOICE MLTC member complimented Member Services Representative Shirlene Thomas, stating that Shirlene was “articulate, perfect, and very professional,” and that she “thought it should be noticed!”
Finally, a CHOICE member called to say how “very pleased” she was with her CHOICE services, and to thank everyone at CHOICE Health Plans, including in particular the physicians who called on her at home, for doing “such good work.”
