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VNSNY CHOICE

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6 Important Things to Know about the CAHPS Survey (and Why You Should Care)!

April 21, 2022–From March through June, members of the CHOICE Total health plan are being chosen at random to receive the CAHPS Survey. How health plans score on the CAHPS survey contributes significantly to their Star Ratings. Last year, CHOICE Total achieved a Star Rating of 4.5 (out of 5), and we hope to do even better this year — which means that everyone who interacts with CHOICE Total members needs to make sure they are providing those members with the best possible experience. Here are 6 important things you should know about the survey. 1. CAHPS Survey? What’s that? CAHPS is short for Consumer Assessment of Healthcare Providers & Systems. It’s a survey that gets sent to members of Medicare health plans, asking them about the services and benefits they’re receiving from their health plan. The survey is completely anonymous. 2. Which CHOICE members are eligible for the CAHPS Survey? This

January 2022 CHOICE Commendations

February 1, 2022–Throughout the COVID-19 pandemic, VNSNY employees—you—have demonstrated time and time again our ability to rise to the occasion and deliver an exceptional consumer experience. Here are excerpts from some of the numerous compliments we recently received thanking VNSNY CHOICE team members for a job well done.   Exceptionally Helpful The father of a CHOICE member called to praise the work of Care Coordinator Maya Cooks, whom he described as “exceptionally helpful, professional, courteous and patient.”     Helping to Bring a Husband Home from a Nursing Home “Thanks to all who helped facilitate my husband’s care,” wrote the wife of a CHOICE member in a note accompanying a donation to VNSNY. “Especially Care Management Support Coordinator Karin Richardson, and Care Coordinators Samantha Chiu, and Kai Nee Cheah, all of whom helped to bring him home from the nursing home!” So Patient and Concerned A member called to compliment the work

VNSNY CHOICE Launches Two New Medicare Advantage Plans for 2022

October 14, 2021–These new products will extend VNSNY’s mission by offering comprehensive and affordable healthcare coverage to more low-income New Yorkers. In a step that’s expected to accelerate VNSNY’s business growth and extend the reach of the organization’s 128-year-old mission, VNSNY CHOICE Health Plans has introduced two new Medicare Advantage health plans for 2022. The two plans, EasyCare and EasyCare Plus, are geared to lower-income New Yorkers, with a robust provider network and affordable premiums. Adding to the plans’ appeal is the fact that they are the only Medicare Advantage HMO plans in New York City or Long Island to have a 4.5 Star quality score (out of 5 Stars), based on the strong quality ratings of the CHOICE Total MAP plan. “We’re already serving 28,000 New Yorkers with specialized needs through our three existing plans—our Medicaid plans, CHOICE MLTC and SelectHealth, and our integrated Medicare-Medicaid plan, CHOICE Total,” says Dr. Hany

August 2021 CHOICE Commendations

August 4, 2021–In the midst of the COVID-19 pandemic, VNSNY staff have demonstrated time and time again their ability to rise to the occasion and deliver an exceptional consumer experience. Here are excerpts from some of the numerous compliments we recently received from plan members thanking VNSNY CHOICE staff for a job well done. “Doing a Great Job” The daughter of a long-term VNSNY CHOICE member phoned to compliment Care Coordinator Rosemary Muldoon, explaining how Rosemary “has been doing a great job” handling her mother’s case over the years—demonstrating care and always following up with her. “Patient, Helpful, and Knowledgeable” The son of a member phoned the CHOICE call center to share some kind words about Member Experience Representative Anzhela Mingova, stating that she was “very patient, helpful and knowledgeable.” “Most Impressed” “I would like to give a huge compliment to Care Management Support Coordinator Toni Linen,” wrote the daughter of two

May 2021 CHOICE Commendations

May 21, 2021–In the midst of the COVID-19 pandemic, VNSNY staff have demonstrated time and time again their ability to rise to the occasion and deliver an exceptional consumer experience. Here are excerpts from some of the numerous compliments we recently received from plan members thanking VNSNY CHOICE staff for a job well done.         “I Highly Recommend Them!” A CHOICE SelectHealth plan member left a heartfelt, 5-star review on Google for several CHOICE staffers who have assisted her since her initial referral to VNSNY. “After receiving a very attentive call from [Clinical Evaluation Manager] Matt Staggs yesterday, I felt prompted to write this review,” wrote the member. “I was referred to CHOICE SelectHealth by Northwell Health, and I came to them as someone facing homelessness and depression. It’s been six months since then and all my medical concerns have been addressed through VNSNY and Northwell in a very

What makes VNSNY social workers excited? Watch this video and find out!

March 30, 2021–In celebration of National Social Work Month, we’re featuring short videos during March of VNSNY staff who provide social work services to our patients, plan members, and clients. In this video, Michael Etheridge, Licensed Social Worker (Clinical Support and Behavioral Health) from SelectHealth from VNSNY CHOICE, tells why he loves being a social worker. To hear Michael’s story, watch the video here below.

March 2021 CHOICE Commendations

March 4, 2021–In the midst of the COVID-19 pandemic, VNSNY staff have demonstrated time and time again their ability to rise to the occasion and deliver an exceptional consumer experience. Here are excerpts from some of the numerous compliments we recently received from plan members thanking VNSNY CHOICE staff for a job well done.    “Kind and Professional” The daughter of a CHOICE plan member called to thank Member Services Representative Christine Odom for an excellent job in assisting her mother, adding that Christine “took the time to explain all of the pertinent information regarding her mom’s request” while remaining “kind and professional.” Another CHOICE member phoned to praise Christine for listening, being professional and providing a solution to his concerns around a DME issue. “Professional, Humane and Nurturing” “Professional,” “humane,” “nurturing,” and “patient” were just some of the many words used by a CHOICE member to describe Member Services Representative Tyisha Austin

October 2020 CHOICE Commendations

October 21, 2020–In the midst of the COVID-19 pandemic, VNSNY staff have demonstrated time and time again their ability to rise to the occasion and deliver exceptional service. Recently, the CHOICE team has been working hard behind the scenes to ensure that their plan members have access to much-needed personal protective equipment (PPE). Here are excerpts from some of the numerous compliments we receive each week from members thanking CHOICE staff for a job well done. “We Couldn’t Have Gotten Through This Hard Time Without Our Angel” The daughter of a CHOICE member emailed to express her gratitude to CHOICE Nurse Care Coordinator Annelisa Purdie for making sense of her mother’s care options and for providing relief to her family. “In April, my 98-year-old mother was admitted to the hospital with coronavirus and pneumonia,” she wrote. “A few days later, the hospital wanted to release her back to her home, or to

CHOICE Total Receives a First-Ever 4-Star Rating from Medicare!

October 13, 2020–For the first time ever, the VNSNY CHOICE Total health plan achieved an overall 4-Star rating in the 2021 Medicare Star Ratings Program. CHOICE Total is an integrated plan, meaning it combines Medicare and Medicaid benefits in a single plan for people enrolled in both programs. Each year, the Federal Centers for Medicare and Medicaid Services (CMS) rates all Medicare health and prescription drug plans on a scale of 1 Star to 5 Stars, based on the plan’s performance against nearly 50 quality and customer satisfaction measures. In addition to laying the foundation for CHOICE’s continued growth, the 4-Star rating qualifies CHOICE Total for a 5% Quality Bonus, which the plan can invest in enhanced member benefits for the upcoming year. “This tremendous accomplishment would not have been possible without the hard work of and collaboration between numerous CHOICE and VNSNY departments,” says Mihriban Brickner, Vice President for Quality and Member Safety at CHOICE.