Meet Our 2024 ESPRIT Award Winner: Constance Washington

Her favorite part of being a Care Coordinator, says Constance Washington, is resolving challenges for plan members—which she does every day. Constance, who is a Care Coordinator as well as a Registered Nurse on the Managed Long Term Care (MLTC) Care Management team, believes her personality is a perfect fit for the position. “I have a lot of patience, even when people are frustrated,” she says, adding that she knows nothing is personal. “I listen and let them vent, so together we can walk through the problem. If you listen hard enough to people’s needs, you can come up with a solution.”

Three years ago, Constance was selected to manage escalations from members, caregivers and providers, thanks to both her deep knowledge of benefits and regulations and her ability to problem-solve. “Constance makes members feel heard,” said one nominator, adding that If she can’t find the solution right away, she tracks down resources and connects with other departments. “She takes ownership and follows through until it’s resolved.”

Constance has seen a lot of growth during her 19 years at VNS Health as the Health Plans team has increased its service area across New York, bringing vital services to more people in need. “I love the way VNS Health is able to adapt to the times,” she says, with MLTC often on the leading edge of that innovation and progress.

Constance is honored to receive an ESPRIT Award, but she believes the true reward comes from knowing that plan members appreciate the work she and her colleagues do day in and day out. With her characteristic collaborative mindset, she is quick to give a shout out to “my amazing team—this award really goes to not just me but the whole team!”

The gratitude is mutual. Constance always gives the team “110 percent effort,” said one of her nominators. “We are a better team thanks to her.”

To go back to the overview of the 2024 VNS Health Award Winners, click here.