June 2019 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 CHOICE MLTC member phoned to commend Member Services Representative Jessica Polanco for providing her with “A+” service. “She is a people person and deserves to be recognized,” she said.
A CHOICE MLTC member called to thank Member Services Representative Christine Odom for her professionalism, kindness, and patience while assisting her with an issue, adding that she was happy with the customer service CHOICE representatives were able to provide.
The daughter of a CHOICE MLTC member called to express her gratitude for the service of Member Experience Representative Deserae Getter, who was able to follow up and resolve her mother’s supply issues. “Deserae was great,” and “went over and beyond” in assisting her, she said.
Member Experience Representative Elizabeth Accolla received praise from the sister of a CHOICE MLTC member, who said that Elizabeth was “very patient, knowledgeable, and went above and beyond” in resolving a supply issue.
The caregiver of a CHOICE MLTC member called to commend Member Services Representative M’rutzah Yehudah for her kindness and patience while assisting her with a supply escalation, adding that she was pleased with the level of professionalism and knowledge shown by M’rutzah in resolving the issue.
Member Services Representative Patricia Baez was commended by a CHOICE MLTC member for providing excellent service and for being “informative, courteous, and knowledgeable” while assisting with a supply issue.
A CHOICE member called to express her gratitude for the excellent service she received from Member Service Representative Maria Leiva, mentioning that Maria was very polite and helpful in resolving her supply issues.
Another CHOICE Member praised the work of CHOICE Member Services, stating that every time she calls, the CHOICE representatives are “always so patient and very helpful.” After receiving assistance with food deliveries, she phoned to express how much VNSNY CHOICE means to her and how grateful she is for the work that they do.
“I am contacting you to let you know that Provider Services Associate Angelina Khan is just great,” read an email from a Community Care HHS employee. “She is extremely helpful, courteous and informative, just a pleasure to work with. I was able to complete a project with ease and very quickly with her help, she goes the extra mile to ensure I understand and have the correct information… There is no one like Angelina!”
Provider Services Associate Amanda Farella was commended by an employee at National Seating & Mobility, who said that Amanda was “very helpful.”
A CHOICE member stated that Member Services Representative Raynelle Love was of great assistance when it came to her inquiry regarding her aid services. She stated that Raynelle was “kind, lovely, and patient” with her.
Another CHOICE member expressed her gratitude for the “excellent and compassionate assistance” she receives from Member Services Representative Angelica Rodriguez. She added that Angelica always provides a caring and empathetic response whenever they speak, while also “going above and beyond” in her service.
The wife of a CHOICE member called to praise Member Services Representative Justin Morris for informing and assisting her in navigating an appeals process.
Member Services Representative Jacqueline Rodriguez was complimented by a CHOICE member who was having trouble with her OTC card request, saying that she was very pleased with Jacqueline’s efficiency and ability to help.
Another CHOICE member called to share that she was grateful for the work of Member Experience Representative Lidia Medina, who assisted in getting her Rollator and guided her throughout the process. Lidia in turn thanked Member Experience Representatives Stephanie Perez and Luz Alvira as well as Member Experience Supervisor Yvette Salgado for assisting with the process.
The daughter of a CHOICE member called to express how much she appreciated Member Service Representative Kapri Fordham-Tyson for being kind and helpful in resolving her mother’s issues. She also stated that she is “very happy” with everyone at VNSNY, noting the courtesy of the CHOICE call center staff. The daughter of another CHOICE member also commended Kapri for going “above and beyond” in assisting with a request for Ensure, doing “everything in her power” to help.
Another CHOICE member complimented Member Experience Representative Jeanette McNamara and Member Service Representative Carmen Perdomo for instructing and assisting him in recertifying Medicaid, “thanking them from the bottom of his heart.”
A CHOICE staff member wrote an email in praise of Senior Provider Services Associate Maureen Clarke, whom she overheard providing exceptional service over the phone.
Member Services Representative Kerrizma Thomas received a compliment from the wife of a CHOICE member, who called to say that Kerrizma did an excellent job in assisting her.
The niece of a CHOICE member thanked Member Services Representative Renee Ashley for the manner in which she handled her call, helping to calm her and provide her with the information she needed.
The daughter of another CHOICE member expressed appreciation for the excellent service she received from Member Services Representative Charlene Jones, stating that Charlene was very professional in answering her questions and assisting her in all that she needed.
A CHOICE member offered kind words for Member Services Representative Shahada Smith, saying that she was patient, kind, and well-spoken while assisting her.
A CHOICE member praised Member Services Representative Angelina Peters, citing the “tremendous help” she provided in assisting her, and doing “more than expected to try and alleviate her issues.” Another CHOICE member complimented Angelina on her excellent customer service, as well, helping to resolve her issues without any assistance.
A staff member at Lucky Adult Day Care complimented Member Services Representative Victoria McLaurin in going “above and beyond to assist her” with a CHOICE member.
Provider Services Associate Cynthia Smith received praise for her “courtesy, professionalism, and patience” from a care provider who called to note his appreciation in working with her.
