Aprl 15, 2024

Nova's Customer Service Team Recognized in Contact Center of the Year Category

Nova Healthcare Administrators, Inc. received a Bronze Stevie® Award for Sales & Customer Service in the Contact Center of the Year Category. Finalists were honored during the 18^th annual Stevie® Awards for Sales & Customer Service awards presentation on Friday, April 12 in Las Vegas, NV.

More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 47 nations and territories, were evaluated in this year’s competition. Finalists were determined by the average scores of more than 200 professionals worldwide, working in seven specialized judging committees.  Entries were considered in more than 90 categories for customer service and contact center achievements, including Contact Center of the Year, Award for Innovation in Customer Service, and Customer Service Department of the Year.

Nova provides comprehensive self-funded health plan administration along with flexible solutions, including medical, dental, vision, reimbursement and COBRA accounts, medical management and private-labeled services. Our contact center team is headquartered in Buffalo, NY, with approximately 180 associates, including around 30 associates in customer service roles, serving more than 500 clients with more than 300,000 members across the country. Nova’s customer service team was recognized for our focus on employee culture and retention, which is reflected in our high level of service delivery, with consistently low average speed of answer rates, high audit scores and client satisfaction ratings of above 90%.

More than 400 professionals from around the world attended the awards event in Las Vegas. Two leaders from Nova’s customer service team, Ashley Franczyk and Manny Garcia, both operations supervisors, accepted the award on behalf of Nova.

“We’re so humbled and thrilled to receive the Bronze Stevie Award. As a supervisor in our customer service area, receiving this award is not just a validation of our team's hard work, but a testament to our unwavering commitment to excellence,” said Franczyk. “This recognition highlights the importance of prioritizing culture, which directly translates into the exceptional level of service delivery we consistently aim to provide. When we prioritize our employees, they, in turn, prioritize our customers, resulting in outstanding outcomes for all involved.”

“I want to extend a heartfelt thank you to all our care navigators,” added Garcia. “Their dedication to providing caring, accurate, and empathetic service to clients and members is the cornerstone of our success. It's their commitment to going above and beyond that truly sets us apart and ensures that every interaction with our customers is not just satisfactory, but exceptional. We’re so thrilled to be a part of this amazing team.”

“The high scores given to the winning nominations in this year’s competition are evidence of the high levels of achievement portrayed in them,” said Stevie Awards president Maggie Miller. “We join with the judges and all members of the Stevie Awards community in congratulating and celebrating the winners for their accomplishments.”

Details about the Stevie Awards for Sales & Customer Service and the list of winners in all categories are available at www.stevieawards.com/sales/2024-stevie-award-winners.