November 2017 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.

A CHOICE SelectHealth member commended Member Services Representative Desse-Anna Alexis for doing a great job in helping with his request to obtain a new plan ID card after his wallet was stolen. “You were great!” he reported.

A CHOICE member called to express her gratitude for the tremendous customer service she received from Member Services Representative Janel Cole. “Janel stayed on the phone for over an hour assisting me and my brother with our paperwork,” she said. “Janel was patient, compassionate and very courteous.”

 A newly enrolled member called to praise Enrollment Coordinator Milagros Lopez, noting she “made the enrollment process easy and painless. The new member added, “Milagros was such a pleasure to speak to. She is efficient, helpful, and just great.”

A CHOICE MLTC member phoned in to commend Member Services Representative Thiang Lim helping to resolve an issue she had involving medical supplies resolved. “Thank you for having such an incredible soul working here,” the member stated. “It’s people like him that make this world a greater place.”

A CHOICE member who has had problems with her home care vendor (a vendor other than VNSNY) expressed her gratitude to Member Services Representative Roberto Nazario for working with her to resolve the issue. “Roberto has gone above and beyond to assist me with kindness and care,” she said. “It’s the type of care one receives from a loved one.”

The sister of a CHOICE member called to compliment Member Experience Representative Patricia Murray for the excellent service she provided. “Patricia was wonderful to speak with and very professional,” the caller noted. “She was able to assist in helping to find a new primary care physician for my brother and make it a smooth transition. I’m so glad to know that his care is being handled by such wonderful people.”

A CHOICE member called to express how extremely grateful she was for the assistance she received from Member Experience Representative Jeanette McNamara. “Jeanette was very helpful, patient, pleasant and professional.” The member also mentioned how pleased she was with the “great service” she received from VNSNY CHOICE in general.

A member praised the help she has been receiving from Member Experience Representative Rosa Fuertes. “I always call Rosa first, and I always gets the help that I need,” she said. “Rosa goes above and beyond to assist and resolve issues. She is awesome!”

The daughter of a CHOICE member called to thank Enrollment Coordinator Jose Polanco for assisting her in obtaining a referral for her mother. “It was a heartwarming feeling to hear a live, caring person on the other end of the phone,” she said. “Jose handled the referral with care and devotion and, more importantly, knew his job very well. Right there and then I knew VNSNY CHOICE was the plan for my mother.”

A CHOICE member sought out a Call Center supervisor to express how helpful Member Services Representative Tatiana Domracheva was in assisting her—adding that Tatiana was “informative” and “very nice.”

A CHOICE member’s proxy complimented Member Services Representative Kalada Alli for helping to obtain increased services for the member, saying, “I feel like you have a bowl and pick out all the good people to work for your organization. The way I was assisted by Kalada was amazing.”

A staff member from one of the CHOICE care providers phoned to give “the highest commendation” to Member Services Representative Orilia Escobar. “Orilia was very professional,” said the provider representative. “She went beyond duty and did more than she needed to.”

Finally, CHOICE Member Services shared a special thank-you that Catherine Callaway, VNSNY’s Vice President of Marketing and Development, expressed to Member Services Supervisor Maria Cabezas for her assistance with the 2017 “Strength from Within” Employee Giving Campaign. “You’re an amazing example of the passion and dedication that people have for VNSNY,” noted Catherine. “Thank you for putting your incredible energy into an effort to get CHOICE colleagues involved, and for supporting the amazing good the organization does for the community.”