Award-Winning Customer Service
Empowering Members Through Advocacy & Empathy
Nova was recognized in the 2024 Stevie Awards for Sales & Customer Service for creating a call center culture rooted in empathy, service excellence, and employee engagement. Today, that same member-first mindset continues to drive every interaction, helping us deliver trusted support, meaningful resolutions, and exceptional customer experiences.
Member Testimonials
The Extra Mile
"I just spent the last hour on the phone with Sabrina, and I wanted to let you know what a great job she's done. She was not only knowledgeable, but she called two different providers for me and went the extra mile. She is one in a million!"
The Servant Mindset
“I wanted to tell you that one of your employees, Ellen, went well and beyond the call of duty. She handled my issue extensively, politely, was able to calm me down and help get my reimbursement. She was excellent!”
The Calm in the Storm
"I just had a wonderful call with Amanda and I wanted to write and thank you for having her on your team. I had a complex set of issues, with lots of dates of service and multiple family members, and Amanda took the time to listen to me and help me find the information I needed. She was kind and patient, and helpful. I never felt rushed, she was so nice to explain things when I didn't understand them, and I was so grateful. She turned a huge pile of stressful notices and bills into something that I can wrap my head around and now take actionable steps to resolve. Thank you so much to Amanda for her help tonight!"
The Trusted Ally
“Kelly was the greatest to deal with, she helped us with everything and truly made our night enjoyable. She is one of the best representatives we’ve ever dealt with and she deserves high praise!”
The Reassurance Expert
“Tabatha was wonderful, she provided such excellent customer service. I understood everything that she explained to me, and she made sure I was comfortable. I was frustrated with my policy and the numbers and things weren’t making sense, but she was able to really help me out. Please let her know that I greatly appreciate her!”
The Excellence Driver
"I just got off the phone with Brittnee, and she was absolutely great and provided great customer service. She answered all my questions about my FSA and HRA cards, and I just wanted to let you know what a great experience this was!”
The Commitment Champion
"I called Nova about an annoying billing issue between my provider and Nova. I have been dealing with the issue for several months, back and forth on the a platform. Bridget stayed on the phone with me for about 46 minutes while she looked up my various insurances and then called the billing department at my provider to work out the problems. At all times, Bridget was attentive, respectful, very patient and completely willing to stay with my issue to get it resolved - which I think it is!"
When Benefits Get Confusing: A Timeline to the Rescue
This high-level timeline shows a typical member call. While things are not always this neat and tidy, members can always count on the same helpful, human, and solution-focused service.
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Help!
A member calls in after opening a medical bill that looks more like a phone number. They’re confused (and slightly alarmed) about why they owe so much despite having “great employee benefits.”
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The Deep Dive
The customer service rep pulls up the account and spots the issue quickly: the member hasn’t met their annual deductible yet. The bill is accurate but poorly understood.
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The "Aha!" Moment
With clear explanations (and zero jargon overload), the customer service rep walks the member through how deductibles work, what’s been applied so far, and what happens next.
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The Extra Mile
The customer service rep checks for additional support and verifies the provider is in-network, reviews upcoming coverage, and highlights preventive services that are fully covered.
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End Result
End Result: The member leaves the call informed.They now know what to expect and how to avoid future billing surprises. One empowered member and more clairty during a stressful time.
Clients and members deserve to feel supported.
Give employees a better benefits journey and discover what award-winning service looks like.