VNSNY CHOICE
May 2022 CHOICE Commendations
April 28, 2022–Our VNSNY colleagues have demonstrated time and time again the 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. I Never Had Such a Positive Experience “I just want to say that I spoke with two different Contact Center Agents—Gail Herrera-Coles and Tyisha Austin—and they were both wonderful!” said a CHOICE member. “I never had such a positive customer experience. I am very, very happy I joined VNSNY CHOICE!” The daughter of another CHOICE member called to thank Gail for being “kind, clear, and professional” over the phone, taking the time to explain the difference in available services and how they each worked. Attentive and Caring The care coordinator for a CHOICE MLTC member phoned to commend Contact Center Agent Jasmin Harry for “her
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VNSNY CHOICE Alicia Schwartz Featured in New York Beacon on Managing Medications
March 28, 2018–
March 2018 VNSNY CHOICE Staff Commendations
March 28, 2018–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the dozens of calls we receive each week from members thanking CHOICE staff for a job well done. The daughter of a CHOICE MLTC member called to express how appreciative she was for the assistance of Member Services Representative Lorraine Flores in obtaining supplies for her father. “Lorraine made the process so easy and smooth!” she said. A CHOICE member called to praise the “terrific service” provided by Enrollment Coordinator Jose Polanco. “Jose was very helpful and answered all my questions,” he noted, adding how “very happy” he was to be with VNSNY CHOICE. Another member also phoned to commend Jose for his “knowledge, kindness and empathy.” A CHOICE member’s daughter phoned to say “what a great job” Enrollment Coordinator Milagros Lopez had done in answering her questions. “Milagros was a breath of
VNSNY CHOICE Featured in El Diario
March 20, 2018–
February 2018 VNSNY CHOICE Staff Commendations
February 21, 2018–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the dozens of calls we receive each week from members thanking CHOICE staff for a job well done. A CHOICE member called to express how “very happy” she was with the assistance she received from Member Services Representative Eblond Achile. “Eblond went above and beyond to help me this morning, and I wanted everyone at VNSNY to know,” she said. Another CHOICE member phoned to praise the “great service” provided by Member Services Representative Joy A. Brown, noting “how efficient and calm she was in handling my request.” A CHOICE member commended Member Services Representative Angelina Peters for her help—adding, “Angelina is terrific.” “I wanted to let you know how very happy I am with the service that Member Experience Representative Patricia Murray provided me with today” said another CHOICE member. “Patricia is
January 2018 VNSNY CHOICE Staff Commendations
January 10, 2018–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the dozens of calls we receive each week from members thanking CHOICE staff for a job well done. A CHOICE MTLC member’s daughter had special praise for CHOICE MLTC Care Coordinator Sheila Manahan. “Sheila has worked with me and my mother for several years,” she noted. “She is person of dignity and class, and has been an excellent support for me as I have watched my mother’s health decline. She has been so understanding and thoughtful, and has always followed through no matter what the request. It is a pleasure to work with her.” A CHOICE Medicare Preferred member phoned to thank Member Services Representative Valerin Sanchez for helping her with questions about her wellness visit. “Valerin took her time to send out an email and have someone give me a call-back,” she said.
An Interview with Dr. Hany Abdelaal, President of VNSNY CHOICE Health Plans
December 21, 2017–What are the key priorities for VNSNY CHOICE in 2018? One of our biggest priorities is to expand our CHOICE Managed Long Term Care (MLTC) plan. We’ve had an MLTC plan for 20 years and we think it’s time for us to expand in both an organic and inorganic fashion. To accomplish this, we’re working on strengthening our partnerships with New York’s licensed home care agencies, and are also developing a number of quality initiatives. Regarding inorganic growth, the New York State Department of Health is definitely looking for consolidation across the state’s MLTC program. The state is also mandating that all MLTC plans move to value-based purchasing agreements. There are smaller MLTC programs that are going to have some difficulty complying with new VBP regulations and being able to continue on their own, because they don’t have the scale to carry out these agreements—so we may have some acquisition opportunities.
December 2017 VNSNY CHOICE Staff Commendations
December 7, 2017–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the dozens of calls we receive each week from members thanking CHOICE staff for a job well done. The spouse of a CHOICE MLTC member had kind words for the customer service provided by Enrollment Coordinator Milagros Lopez, noting that “Milagros was very helpful and patient with me.” Another member called as well to express how thankful she was to Milagros for the assistance she provided, adding “what a pleasing experience” she had. The daughter of a CHOICE member phoned to say how pleased she was with the care that CHOICE Care Coordinator Myrna Lao gave to her mother. “Myrna is an excellent nurse,” the daughter said. “She has great listening skills, and hears and understands my feelings. Myrna has a wonderful way of counseling me about everything that is going on with my
Hany Abdelaal Reports in HuffPo on How the Opioid Epidemic is Affecting the Elderly
November 29, 2017–
CHOICE Launches New, User-Friendly Provider Search Function
November 9, 2017–Want to find a CHOICE FIDA Complete primary care physician in the Bronx who’s open evenings and speaks Czech? No problem! VNSNY CHOICE Health Plans has launched anew online search function on its website that gives current and potential plan members instant access to a customized list of in-network health care professionals. The new, user-friendly tool lets visitors tailor their search for CHOICE doctors and nurse practitioners, enabling them to drill down by name, specialty, location, hospital affiliation and/or languages spoken. Searchers can also use similar criteria to call up lists of in-network hospitals, pharmacies and skilled nursing facilities, while another set of filters shows which providers are accepting new patients, make home visits, are wheelchair accessible, and see patients after five o’clock in the afternoon. “The new online search tool provides a much better experience for our members and prospective members, by making it easier to find specific providers