May 2021 CHOICE Commendations

Marlin Collado, Member Services Representative, Contact Center Shared Services

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.

 

 

 

 

“I Highly Recommend Them!”

A CHOICE SelectHealth plan member left a heartfelt, 5-star review on Google for several CHOICE staffers who have assisted her since her initial referral to VNSNY. “After receiving a very attentive call from [Clinical Evaluation Manager] Matt Staggs yesterday, I felt prompted to write this review,” wrote the member. “I was referred to CHOICE SelectHealth by Northwell Health, and I came to them as someone facing homelessness and depression. It’s been six months since then and all my medical concerns have been addressed through VNSNY and Northwell in a very timely manner.” The member added that during this period, she had been able to secure temporary housing, as well as an important surgery for her transition as a transgender individual. “I received a phone call from Matt to assure me that my insurance coverage will remain active for my follow up appointments with my surgeon,” she noted. “I really can’t say enough about all the positive contacts I have had with every department and call center specialist within VNSNY. Member Service Representatives Leonel Reyes and Marlin Collado have been especially patient with me! They are all amazing, and I have been addressed and treated with care and professionalism. CHOICE is a great health insurance provider and I highly recommend them!”

“Going the Extra Mile”

The daughter of a CHOICE plan member phoned the contact center to commend Member Services Representative Sharifa Cohen, adding that while all of the CHOICE representatives she has talked with are professional and polite, she was especially grateful for Sharifa “going the extra mile” to assist her on a particular occasion. In addition, a social worker at a homeless services center called to give kudos to Sharifa for providing excellent customer service.

“Very Kind and Diligent”

The daughter of a CHOICE plan member praised Member Services Representative Sheray Braswell for being a “very kind and diligent worker” as well as “an asset to Member Services.” She added that staff like Sheray are the reason why prospective members want to join VNSNY CHOICE.

“Extremely Impressed!”

Senior Member Services Representative Jessica Calixto received praise from the daughter of a CHOICE client, who was “extremely impressed” by the assistance and empathy Jessica provided. The daughter also took time to commend the entire CHOICE contact center for their efforts.

“Professionalism and Patience”

The daughter of a CHOICE MLTC member called to commend Member Services Representative Jasmin Harry for “her professionalism and patience” while assisting with an ongoing medical equipment issue. She added that the empathy and outstanding service Jasmin demonstrated throughout the process made the experience very pleasant to work through. Another CHOICE member also called to give kudos to Jasmin, explaining how pleased she was with her professionalism.

“Appreciate the Services”

Another CHOICE plan member called Member Experience Representative Dawn Bazemore to thank the entire CHOICE team for sending him a card on his birthday, adding that he appreciates the services CHOICE provides him with.

“Good Customer Service”

A CHOICE Total member commended Member Services Representative Angelina Peters for her outstanding professionalism and good customer service. The member added that Angelina was “caring, patient, and took the time to explain my over-the-counter benefits.”

 

To read other Letters and Commendations from previous months, click here.