March 2020 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 member phoned to thank Member Services Representatives Shanika Williams and Stanley Maldonado for a job well done while taking her call. “They both were very informative, kind and patient,” she said. “Their positive energy woke me up!” Shanika also received commendations from another CHOICE MLTC member who stated that she “was absolutely wonderful and did an excellent job with assisting me with in getting a prescription for a power lift recliner!”

Member Services Representative Michelle Coley, who works on the CHOICE ICS Implementation team, was praised by a CHOICE member for the assistance she provided to him.

Nadya Federova, Member Services Representative

Member Services Representative Nadya Fedorova was complimented by a newly enrolled CHOICE member for “taking the taking the time to fully answer all of my questions pertaining to my benefits, and for providing guidance with understanding.”

The son of a CHOICE member called to commend Member Services Representative Sylvia Bonilla on “a job well done” in helping him get his mother’s home health aide hours resolved. He added that Sylvia “displayed empathy and has tremendous customer service skills.” The daughter of another CHOICE member also expressed her gratitude to Sylvia for her assistance, noting that she “was very efficient, to the point, and pleasant to speak to.”

Another member’s daughter thanked Member Services Representative Randy Nunez for “going above and beyond and reaching out to different departments in an effort to assist me with resolving an authorization issue.”

Seth Boigon, Social Worker Care Coordinator

CHOICE Quality Assurance Specialist Luz Alvira gave kudos to Member Services Representative Gail Herrera-Coles for doing a “great job” on a call in which she resolved issues a CHOICE member’s HHA was having reaching out to a vendor to reorder the member’s monthly supplies. “Gail not only helped place the order with the vendor, but gave the aide clear instructions on how to reach the vendor in the future without the long hold time. At the end of the call, she even remembered to wish the member a Happy Birthday! The aide said that Gail ‘gave the member a gift already’ by helping her place the order.” CHOICE Social Work Care Coordinator Seth Boigon also expressed his appreciation for Gail’s “ongoing excellent service,” and for being “knowledgeable, skillful, and willing to help and go the extra distance,” adding, “I’m really grateful!”

A new CHOICE MLTC member praised Lab/Durable Medical Equipment Service Representative Desiree Evans, stating, “I found a person who is dedicated and worked hard to get things in order for me. She is like an angel and I appreciate it. She was excellent!”