Meet Our 2025 Shared Services Contact Center Agent of the Year!

Congratulations to Joy Jackson, VNS Health’s 2025 Shared Services Contact Center (CCSS) Agent of the Year! Joy’s award, which was determined by votes from her peers, will be formally presented to her at our annual VNS Health Awards Ceremony in October.  

You can tell why Joy is being recognized as soon as you meet her.  A skilled listener, she’s known for the consistent support she provides to our health plan members as well as for her warmth and unwavering dedication. Whether she’s patiently resolving a complex issue for a plan member or helping out a colleague, Joy’s kindness and professionalism are always on display.

Joy joined VNS Health Health Plans in September 2018 as a temporary employee and was quickly recognized for her ability to connect with plan members. During the pandemic, she transitioned to a permanent role on the MLTC support team before moving over to the Medicare Advantage team, where she continues to excel today. In her current role, Joy handles escalated, complex issues, acting as a liaison among members, supplemental benefits providers, and internal teams to ensure that issues are resolved swiftly and with care.

Looking back, Joy recalls one specific member interaction that she often thinks about fondly. This member was known to be difficult, frequently called multiple times a day and often using strong language when he did. Employing our Core Values of Agility and Empathy, Joy tailored her approach to the member, using compassion and patience to break through his harsh demeanor.

“I asked him how he was really doing, and that opened the door,” says Joy. “He shared that he had lost his girlfriend, his soulmate, and it had deeply affected him. Understanding that about him changed everything.”

Empowered by this newfound insight, Joy worked closely with the member to resolve his issues. Over time, his demeanor completely transformed and his phone calls became less frequent.

Joy’s path to VNS Health is as inspiring as her dedication to members. Before moving to the U.S. in 2014, she spent 15 years as a teacher in Jamaica, where she taught grades one through six and prepared students for their national exams. Her ability to listen and support others has always been at the core of her work, and the skills she learned as a teacher serve her well in her role as VNS Health.

“I truly enjoy building relationships with our members,” says Joy. “Sometimes people just need to be listened to. They all have so many stories, and it’s rewarding to help them feel heard and supported. It makes me feel so warm inside to know I have that impact.”