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January 2018 VNSNY CHOICE Staff Commendations

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. “I Love VNSNY. They are always ready to help with any issues.”

Another CHOICE member, Eileen Gonzalez called to relate how “very happy” she was with the service she received from Member Services Representative Eblond Achile. “Eblond went above and beyond to help me this morning,” she said, adding, “I wanted everyone at VNSNY to know.”

The wife of a CHOICE member touched base to say how “nice and courteous” Member Services Representative Christopher Benton is. “I’ve encountered many good people when I call,” she said, “but Christopher went above and beyond for me.”

A CHOICE Member phoned the CHOICE Call Center to express her gratitude for the “outstanding customer service” provided by Member Services Representative Ruben Iglesias “Ruben was very well spoken, very nice, very patient and very understanding,” she said.

The son of a CHOICE MLTC member noted how grateful he and his father were for the assistance they received from Member Services Representative Shani Morales. “Shani has great customer service skills,” he said.

A CHOICE member’s brother called to share his satisfaction at how Member Services Representative Gail Herrera helped him with his brother’s case. “Gail was professional, courteous, and went above and beyond to assist,” he noted.

A CHOICE member called to compliment Member Experience Representative Deserae Getter for the assistance she provided, stating that “Deserae was very kind, patient and professional.”

The daughter of a CHOICE member phoned to share some kind words about Member Experience Representative Elizabeth Accolla “for all she has done” for her mom. “Elizabeth has gone the extra mile to help,” the daughter said.

The son of a CHOICE MLTC member called to commend Member Services Representative Amanda Farella on her “professionalism, kindness and excellent service.”

The wife of another CHOICE MLTC member praised Member Services Representative Lorraine Flores, who helped her resolve a key issue. “Lorraine was knowledgeable, kind and provided great customer service,” she added.

A CHOICE member’s wife expressed her gratitude for the help she received from Member Services Representative Shirlene Thomas. “Shirlene was proficient and courteous, and helped resolve several issues I had,” she said.

“I’m so satisfied with my CHOICE plan,” noted a CHOICE member recently. “I will definitely recommend CHOICE to other people.” She gave particular thanks to Member Experience Representative Alfa Dominguez, “who assisted with my dental benefits and with getting my glasses and a nebulizer.”

A CHOICE member reached out to commend Member Services Representative Christine Odom for being “so helpful in getting my issue resolved and making sure it was handled.” She also said, “All the representatives I’ve spoken to at VNSNY are so lovely.”

Finally, a CHOICE member’s son called to praise Enrollment Coordinator Milagros Lopez. “Milagros was extremely helpful, clear, patient and polite,” he said. “I wanted to be sure to share this with management.”