March 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.
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 fresh air,” she said. “She put my mind at rest. Another member’s daughter also called to praise Milagros, noting that “not only was she helpful and dedicated, but she was also understanding and caring—which made today’s call a great experience.”
A CHOICE member expressed her thanks to Member Experience Representative Patricia Murray for helping her resolve her issues. “Please let everyone know that Patricia is an exceptional individual who goes beyond what is expected,” she added.
A member called to note “what great service” Member Services Representative Priya Peters had provided that morning. “Priya was extremely helpful,” she said. “I’m very happy with VNSNY and I want Priya to know how much I appreciate her assistance.”
The daughter of an MLTC member phoned to express her thanks for the “attention and understanding” that Member Services Representative Joy Brown showed her when she called to address some issues around her mother’s plan. “I appreciate Joy’s genuine caring,” she added.
Member Services Representative Linda Lausten “is an asset to VNSNY,” a CHOICE member phoned to say. “She is wonderful and professional. On a scale of one to a million, she would be a million!”
A SelectHealth member called to commend Member Services Representative Desse-Anna Alexis for her “professionalism and good customer service.” She added, “Desse-Anna was caring, patient and went above and beyond to make me feel at peace by resolving my issue.”
The daughter of a CHOICE MLTC member called to commend Member Services Representative Shani Morales for her “professionalism, kindness and excellent service,” noting that “Shani was courteous and knowledgeable on getting a medical supply issue resolved.”
A member called to thank Member Services Representative Ashma Ali for being “very nice and helpful,” adding that every time she calls member services, “I get the help I need!”
A CHOICE member phoned to praise Member Services Representative Patricia Baez for being “very patient, well spoken, and extremely helpful.”
Another CHOICE member praised the assistance she had received from Member Experience Representative Elizabeth Accolla. “Elizabeth is always so pleasant, so nice, and very helpful” she said.
Elizabeth Accolla also had her own message of appreciation for CHOICE Senior Member Services Representative Stephanie Melendez. “I wanted to take the time to say that today when I reached out to CHOICE MLTC about a member’s concerns, Stephanie went above and beyond to make sure that the member and his caregiver were taken care of immediately,” she noted. “Thank you, Stephanie!”
