In the midst of the COVID-19 pandemic, VNSNY staff have demonstrated time and time again their ability to rise to the occasion and deliver an exceptional consumer experience. Here are excerpts from some of the numerous compliments we recently received from plan members thanking VNSNY CHOICE staff for a job well done.
“Doing a Great Job”
The daughter of a long-term VNSNY CHOICE member phoned to compliment Care Coordinator Rosemary Muldoon, explaining how Rosemary “has been doing a great job” handling her mother’s case over the years—demonstrating care and always following up with her.
“Patient, Helpful, and Knowledgeable”
The son of a member phoned the CHOICE call center to share some kind words about Member Experience Representative Anzhela Mingova, stating that she was “very patient, helpful and knowledgeable.”
“I would like to give a huge compliment to Care Management Support Coordinator Toni Linen,” wrote the daughter of two CHOICE members. “There was some confusion with the allocation of my parents’ care hours, and Toni got right on it and straightened things out. Within no time both agencies involved were informed of the change and actually followed up. I was most impressed with her commitment and dedication—thank you, Toni, for all your help!”
“Kind, Knowledgeable, and Efficient”
Social Worker Freda Mandel called to give kudos and “a big special thank you” to Member Services Representatives Michelle Coley and Brian Carrega—explaining how they both assisted her with a member’s case while being “kind, knowledgeable, and efficient.”
“Above and Beyond”
The daughter of a CHOICE member commended Member Experience Representative Christine Odom for her professionalism and for going “above and beyond” in helping to resolve an issue.
“I want to give a shoutout to Joslene Catnott, one of your wonderful Senior Member Services Representatives,” wrote the daughter of two CHOICE MLTC members. “She was most helpful and kind, and her mannerisms were exactly what someone like me needed, especially when dealing with a difficult situation and elderly parents.”
“Helpful, Knowledgeable, and Efficient”
Member Experience Representative Anzhela Mingova received kudos from the daughter of a CHOICE member after providing “helpful, knowledgeable, and efficient” assistance with a medical supply request for her mother.
The son of a CHOICE MLTC member called to commend Member Services Representative Angelina Peters for her professionalism and for “going above and beyond” to assist with an issue, continuously following through and keeping him in the loop.
“Courteous and Professional!”
The brother of a CHOICE MLTC member called to commend Member Services Representative Jasmin Harry for assisting him with an issue, stating that Jasmin was “kind, courteous and professional!”
“My mom was a client of VNSNY and Partners in Care for many years,” wrote the daughter of another CHOICE client. “Medicaid Eligibility Coordinator Ben Hui has been especially helpful, and overall, the service is a Godsend. I’m not sure how we would have cared for my mom all these years without VNSNY and Partners in Care—I am thankful these services exist!