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May 2024

Setting the Standard for Customer Service Excellence

In the fast-paced world of health benefits administration, where the needs of clients and members can vary greatly, providing top-notch customer service is not just a goal but a necessity. At Nova Healthcare Administrators, Inc., prioritizing customer service isn't just a part of the job—it's a cornerstone of our ethos. This commitment to excellence recently earned Nova a prestigious Stevie® Award for Sales & Customer Service in the Contact Center of the Year Category, solidifying our status as leaders in the self-insured employee benefits industry.

The Stevie Awards, known worldwide as a symbol of excellence, recognize organizations and individuals for their outstanding achievements in customer service and sales. Nova stood out among more than 2,300 nominations from organizations across 47 nations and territories, impressing judges with our unwavering dedication to customer satisfaction.

At Nova, the journey to successful care begins with empathy. Success isn't just measured by efficiency or accuracy—it's defined by the ability to connect with individuals on a personal level, to understand their needs, and to provide solutions with empathy and care. Every interaction with a health plan member is seen as an opportunity to make a positive impact, to alleviate concerns, and to navigate the complexities of health care with compassion. The goal is simple: to provide support that goes beyond mere transactional assistance, by truly understanding the underlying reasons behind each member's call and striving for first-call resolution.

Nova’s team of care navigators is central to our commitment to exceptional customer service. They offer a high-touch approach to assistance, ensuring that members have access to a dedicated expert for any health benefits plan-related questions or concerns they may have. These care navigators aren't just knowledgeable professionals—they're passionate advocates for the well-being of every member they serve. Their mission is to guide plan participants through the intricacies of benefit plans and the healthcare system, offering support, guidance, and reassurance every step of the way.

Our customer service department has adopted an unwavering dedication to the principles of C.A.R.E.: Compassion, Accuracy, Respect, and Empathy. These values aren't just words on a page—they're the driving force behind every interaction, every decision, and every solution offered by Nova's dedicated team of associates. Compassion fuels their commitment to understanding and addressing the unique needs of each member. Accuracy ensures that every solution provided is tailored to meet those needs precisely. Respect underscores their appreciation for the trust placed in them by members and clients alike. And empathy lies at the heart of everything they do, guiding their actions and decisions with a deep understanding of the challenges and concerns faced by those they serve.

Behind our commitment to service excellence is Nova’s focus on employee culture and retention. With around 30 associates dedicated to customer service roles, we serve over 500 clients with more than 300,000 members nationwide. The results of our customer service approach is evidenced by our consistently low average speed of answer rates, high audit scores, and client satisfaction ratings exceeding 90%.

Accepting the Stevie Award on behalf of Nova, Ashley Franczyk and Manny Garcia, operations supervisors, expressed their gratitude for the recognition while emphasizing the pivotal role of empathy in Nova's customer service approach.

“We're incredibly humbled and thrilled to receive this prestigious award," Franczyk remarked. "For us, success isn't just about meeting metrics—it's about making a meaningful difference in the lives of our members. And that starts with empathy."

Garcia echoed her sentiments, highlighting the importance of Nova's Care Navigation program and the passion driving their team to deliver outstanding customer experiences. "Our goal is simple: to be there for our members when they need us most, to listen, to understand, and to provide solutions that make a real difference," he stated. "With empathy as our guiding principle, we're not just redefining customer service—we're transforming lives."

At Nova Healthcare Administrators, customer service isn't just a job—it's a calling. By prioritizing empathy, compassion, and excellence in everything they do, Nova is setting new standards for what it means to truly care for those they serve. As they continue to innovate and evolve, one thing remains constant: their unwavering commitment to making a positive impact, one interaction at a time. Read on for more about Nova's approach to customer service.