September 2019 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.
The daughter of a CHOICE member sent this note praising the care provided by Member Experience Representative Elizabeth Accolla: “I am writing to express my sincere appreciation and gratitude for the selfless service and undying support that has been displayed by Elizabeth. I am the assigned health proxy for my mother, who was diagnosed with early dementia over two years ago along with other health issues. Since the beginning, Elizabeth has displayed the patience of an angel and showed genuine concern by helping me understand all of the available services for my mother. She has exhibited professionalism in her follow-up and conducted the necessary due diligence to ensure that my mother received the appropriate care. My family and I cannot thank her enough for making a difficult situation just a little better and providing some peace of mind.”
A CHOICE member phoned to express her thanks to Member Services Representative Leslie Bell-Manso for assisting her with getting supplies for her oxygen tank. In addition, the son of a CHOICE MLTC member called to say that Leslie “is an exemplary employee” and “deserves to be recognized for her assistance.” Another member noted, “Leslie provided excellent customer service and was very kind and knowable. She went the extra mile, and I really get a feeling of confidence from her.”
The representative of a home care agency that partners with CHOICE singled out Provider Services Associate Chimere Hart for her exceptional service. “Chimere is an asset and credit to your company…professional, hard-working, polite, of good disposition and etiquette, and filled with initiative,” he noted.
The same agency representative also extolled Senior Provider Services Associate Tatiyana Adams for her help and team leadership. “Tatiyana was patient, informative and assisted in finding solutions and real answers based on her experience and facts,” he stated. “She is an asset to VNSNY!”
A CHOICE member’s relative complimented Member Services Representative Christine Odom for going “above and beyond,” noting that she “very knowledgeable” and “able to assist with all my requests.”
Another CHOICE member phoned in a commendation for the support provided by Member Services Representative Lyudmila Normand.
A CHOICE member’s family caregiver said that she “wanted to share that Member Experience Representative Dawn Bazemore went above and beyond to assist me. She was so helpful and delightful!”
A CHOICE MLTC member called to commend Member Services Representative Carmen Lebron for her “professionalism, kindness and patience” while assisting her with an issue.
The daughter of two CHOICE MTLC members expressed her satisfaction with the help she received from Member Services Representative Ronique Blash on her parents’ case. “Ronique was professional, courteous, and went above and beyond to assist,” she said.
The son of a CHOICE member called to say that Member Services Representative Nadya Fedorova “is very professional and helpful,” adding, “she listened patiently to my problem and was able to advise me.” Another member also commented that Nadya was “very helpful and knowledgeable and resolved my problem very fast!”
A CHOICE member’s family caregiver phoned to praise Member Services Representative Justin Morris for doing “an awesome job” assisting her. “Justin was professional and resolved all issues,” the caller noted.
Another CHOICE member’s son complimented Member Services Representative Charlene Jones for being “very patient, professional and courteous.” He added, “Charlene really listened to me.”
The daughter of a CHOICE MLTC member expressed her gratitude to Member Services Representative Kapri Fordham-Tyson. “Kapri went above and beyond for me in helping with my request for PT services,” she said. “She resolved my issues and was very kind to me.” Another member’s granddaughter also commended Kapri, stating that she was “extremely pleased with her professionalism.”
A CHOICE member thanked Member Services Representative Kenia Cabrera for going “above and beyond in getting the necessary information from the medical office to assist with a request for increase in home care hours.”
A CHOICE member praised Member Services Representative Maria Leiva as being “extremely patient and helpful” with her inquiries.
A CHOICE member expressed her satisfaction at the assistance provided by Member Services Representative Victoria McLauren, describing her as “patient” and “very helpful.”
A member’s physical therapist contacted CHOICE to commend Provider Services Associate Shakeema Bryant for “helping me and answering my inquiries.”
