We asked Business Staff: “How Does Your Work Support VNSNY’s Mission?” Here’s What They Said.
Happy VNSNY Business Staff Week! To honor this special week, Frontline VNSNY asked a few business staff members from across the organization to explain in their own words how their work contributes to VNSNY’s mission and delivery of care. Here is how they responded:
Resolving Any Issues and Concerns CHOICE Members May Have
“Within the Grievance and Appeals Department, we continuously work to advocate for the CHOICE plans while also supporting our members in an effort to resolve any issues and concerns they have. Whatever the issue might be, it’s our goal to work with the member and the appropriate CHOICE teams to ensure the member receives optimal service!”
Tiyahnni Moses, Grievance and Appeals Specialist, VNSNY CHOICE
Developing a Relationship in Every Call
“My role helps provide communication between patients and VNSNY staff. We provide excellent customer experience and positive interactions in every call by treating patients with genuine empathy and, most important, building the patient’s trust and developing a relationship with them.”
Sasha Arana, Customer Service Representative, VNSNY Home Care, Brooklyn Branch 3
Bridging the Gap
“My role allows me to bridge the gap between business units and IT to forge a strong partnership that ensures the proper alignment exists, which greatly increases project success. One recent example is the rapid deployment of and support for various technology platforms for VNSNY’s new CMO.”
Robert Orlando, Vice President, IT Finance & Business Operations
Providing Excellent Customer Service
“My work supports the care that VNSNY provides by providing excellent customer experience to all members. Being able to help a member gives me great satisfaction.”
Donna Langlais, Home Health Aide Supervisor, Certified Services, Partners in Care
Strengthening VNSNY’s Mission
“Together with my Development colleagues, I help inspire donors, including employees, to give to our charitable care and community programs. Together, we strengthen VNSNY’s mission to provide skilled and compassionate health care to vulnerable New Yorkers.”
Andrea Hill, Director, Individual Giving, Development
Training Field and Office Staff to Deliver the Best Possible Outcomes and Care Experience
“In the current environment, there are new technologies, new models of care and new metrics coming into view all the time. In Education, it’s our responsibility to train field and office staff to deliver the best possible health outcomes and experience of care for our patients, members and clients.”
Michael Rocks, Education Manager, Education Department
Striving for First Call Resolution
“We’re here to help our members. We strive for first call resolution, but if I have to do some research to solve the problem, I assure the member that I will call him or her back with updated information. Providing excellent customer service to our members and providers is what makes VNSNY CHOICE great!”
Nadya Fedorova, Member Service Representative, VNSNY CHOICE Member Services
Collaborating to Understand the Unique Needs of a Community
“The Managers of Program Development work closely with community partners at ‘Aging in Place’ locations to support residents to successfully remain in their home and community. Our collaboration with our social service partners allows us to understand the unique needs of each community and address these needs through linkage to the many programs and services available at VNSNY.”
Rhonda Karp Soberman, Manager of Program Development
Giving Patients Personalized Attention and Respect
“As the first line of contact, I provide the patient with a superior customer experience, which drives value and builds competitive advantage by creating customer loyalty. We help our patients effectively and efficiently access and navigate the healthcare enterprise by giving them personalized attention and respect.”
Cristiana Coronado, Supervisor, CHHA Customer Care Center
Identifying, Assessing, Monitoring, and Reporting Key Risks
“As a Risk Manager, I work with staff across the organization to ensure that key risks that may potentially impede the achievement of VNSNY’s strategic objectives are identified, assessed, monitored and reported. Through these efforts, I’m able to work with leadership and drive risk management into day-to-day activities to increase awareness and enhance performance.”
Julianne Kasinow, Enterprise Risk and Insurance Manager
Enhancing the Quality of Life of CHOICE Members
“At VNSNY, I get to be part of many quality initiatives that impact members’ lives. Knowing these actions are making a difference in enhancing the quality of life of our members and helping them stay in the community makes me feel very proud of the work I do!”
Purvi Patel, Quality Reviewer, Quality Management, VNSNY CHOICE
Improving Our Ability to Deliver Quality Care
“The Analytics Team’s job is to dig into data in order to provide our business counterpart with strategic insights. We work directly with almost all departments in the company and upper management. Among other tasks, we test hypotheses and build predictive models in order to improve our ability to deliver quality care and positively impact health outcomes.”
Harivony Rakotoarivelo, Senior Data Scientist, CHOICE Analytics
Letting Donors Know Their Support Is Appreciated
“Part of my responsibility is to acknowledge donors for their gifts to show VNSNY’s appreciation for their support. I also provide our accounting and finance teams with the totals raised for each designated gift, so that these important programs receive the funding as intended by our donors.”
Alejandro Acosta, Development Operations and Data Associate, Development
Ensuring that Those Served by Partners in Care Are Happy and Satisfied
“Working in the Customer Care Unit at Partners in Care gives me the opportunity to support the care of VNSNY by communicating with our patients, clients and plan members on a daily basis to ensure that they are fully happy and satisfied with our services!”
Vileesha Alford, Customer Care Supervisor, Certified Services, Partners in Care
Preparing Staff so They Provide Better Care
“I help provide a safe environment that supports a community of learners, thinkers and problem solvers. Better prepared staff equals better care provided to our members. I really enjoy my role as a facilitator in other people’s learning journey.”
Gail Gongaware, Education Manager, VNSNY CHOICE
Making Sure Patients Spend Their Final Days Comfortably, With Dignity and Respect
“We are responsible for making sure the patient’s care is charted appropriately from beginning to end—that all things are in order, and that the care is represented adequately. Our mission is to be sure the necessary care is delivered in proper manner and that the patient spends their final days comfortably, with dignity and respect.”
Elsa Morcelo-Encarnacion, BSC/Team Assistant, Hospice Administration
Cultivating a Personal Connection
“As a Lead Customer Service Representative, my firsthand interactions with our patients give me a chance to cultivate a personal connection. Hearing that I’ve been helpful and informative is rewarding and uplifting. It lets me know I’ve made a difference in our patients’ lives.”
Roger Vanderburg, Lead Customer Service Specialist, Provider Services Customer Care Center
Thoroughly Investigating and Resolving Grievances
“I take satisfaction in thoroughly investigating and providing a suitable resolution to our clients’ or members’ grievances and appeals. We look to confirm that all policies and procedures are being handled, and to communicate with all parties to ensure we are meeting their needs.”
Amanda Morales, Grievance & Appeals Specialist, VNSNY CHOICE
Finding Positive Ways to Get MD Orders Signed
“It’s about finding positive ways to accomplish your goals. In my case, that’s getting MD Orders signed in timely fashion. I keep my eye on the target and put out the correct energy when networking with people to get the orders signed!”
Avril Prime, BSC/Team Assistant, MD Orders
