Diandra Monk—Customer Service Representative, Customer Care Center

A Problem Solver, Teacher and Role Model

 “Diandra Monk shows dedication to her job. She has a great attitude and great spirit—very knowledgeable, kind, warm, friendly, patient, and helpful as well.”

When any of Diandra Monk’s colleagues in VNSNY’s Customer Care Center (CCC) have a question or issue, Diandra is the person who makes sure they have the information they need. She also ensures that all patients that call the CCC are taken care of, taking on any escalation calls from the team that need immediate assistance, and making sure that the problem is solved. She is an experienced trainer of CCC personnel as well, teaching the processes involved in handling and documenting calls.

“You need a high level of patience and understanding when dealing with calls pertaining to an individual’s health care,” notes one of Diandra’s co-workers. “Even though I consider myself a very patient and savvy person on the phone, I try my best to emulate some of the soft skills she showed us in training. Diandra strives to be the best she can be, and makes sure everyone around her pushes for the same goal.”