March 6, 2024
Nova Named Finalist in Stevie® Sales and Customer Service Awards
Nova's Customer Service Team Recognized in Contact Center of the Year Category
Nova Healthcare Administrators, Inc. was named a finalist this week in the Contact Center of the Year Category in the 18th annual Stevie® Awards for Sales & Customer Service. Nova and other finalists will learn whether they’ve won Gold, Silver or Bronze during an awards presentation on Friday, April 12 in Las Vegas, NV.
The recognition program is presented by the Stevie Awards, which organizes several of the world’s leading business awards shows including the American Business Awards® and International Business Awards®.
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%.
“This award is a tremendous honor for Nova,” said Jerame DellaPenta, director, service delivery and engagement. “We operate from a position of empathetic, personal, and personalized to better serve and support our clients and their members. Our customer service associates have the title ‘care navigator’ to reflect this and provide high touch service to help members get the most out of their benefits.”
“During and after the pandemic, the landscape changed for everyone; for us this included moving to a fully work from home environment for almost two years, shifting our connectivity and culture,” DellaPenta continued. “At the same time, the health care industry faced numerous challenges and staffing shortages. And in many industries, it’s become the norm to contact a call center and wait on hold for 10 minutes or more. At Nova, our call center team is scoring at a high level for customer service while maintaining a low ASA and high rate of retention. This is a credit to all our care navigators and our heavily engaged call center leadership team who prioritize real-time connection, whether working from home or in the office.”
“2024 Finalists have every reason to be proud of their achievements and the recognition they’ve received from the Stevie judges,” said Stevie Awards president Maggie Miller.
Details about the Stevie Awards for Sales & Customer Service and the list of finalists in all categories are available at www.StevieAwards.com/Sales.