Provider Quality

Provider-Quality

To ensure a continued focus on quality, Fidelis Care is dedicated to engaging with providers to ensure our members get the best care possible. Quality is a critical component of the work we do at Fidelis Care. The Provider Relations Department works diligently to support providers in quality improvement initiatives.

Hearthands

If you have any questions, please contact your Quality Improvement Specialist.

Quality Improvement Specialists

New York Regions:

Name	Coverage Area	Assigned Providers
Yen Min Yau ✉ Email Address	Kings County	CAIPA & Excelsior EmpireHealth Brooklyn Providers
Zinaida Khavasova ✉ Email Address	Various Counties in the NYC Region	Maimonides and affiliates, One Brooklyn Health System: (Interfaith, Brookdale and Kingsbrook), South Asian IPA
Stanley Laforest ✉ Email Address	Various Counties in the NYS Region	Bronx United IPA, Hudson Heights IPA
Adebunmi (Bunmi) Browne ✉ Email Address	Various Counties in the NYC Region	Balance Medical IPA
Rui Kang (Ray) Lin ✉ Email Address	Queens County	CAIPA & Excelsior EmpireHealth Queens Provider
Rosemond Guillaume ✉ Email Address	Various Counties in the NYC Region	AdvantageCare, Jamaica Hospital, Prominis Care IPA LLC DBA STAR, YUVO IPA
Haneefah Mahdi ✉ Email Address	Richmond and Bronx Counties	Amboy Medical Practice Bon Secours NYC Health & Hospitals Refuah Health Center, Emilio Perez
Robert Dean ✉ Email Address	Suffolk and Nassau Counties	Healthcare Partners, CHS Physician Partners, Quest Medical Care, PC, Central Queens IPA
Kay Stewart-Benjamin ✉ Email Address	Kings County	NYU and Affiliates, Doral Medical and Multi Specialty Facility, The Brooklyn Hospital, SUNY Downstate, New York Network Management
Nadia Oleniak ✉ Email Address	Various Counties in the NYC Region	Queens Medical Services, PLLC, New York Senior Medical Group, Empire Physicians IPA
Steven Lee ✉ Email Address	Manhattan and Richmond Counties	Charles B. Wang Community Health Center, CAIPA Manhattan Providers, Excelsior EmpireHealth Manhattan Providers, CAIPA Staten Island Providers
Barbara Bentley-Morrill ✉ Email Address	Counties: Albany, Clinton, Columbia, Essex, Green, Warren, All Vermont; Saratoga, Schenectady, Rensselaer	Northwell and Nuvance, NYPHS and Affiliates, Whitney M. Young, Saratoga Hospital, Saratoga Regional Medical, Twin Rivers Medical, NY Presby; Nuvance
Jaime Laube ✉ Email Address	Counties: Orange, Putnam, Sullivan, Ulster; Dutchess	Hudson Valley Regional Community Health, Montefiore Medical Center, Union Community Health Center
Christine Jendraszek ✉ Email Address	Various Counties in the Buffalo Region, Cattaraugus and Yates Counties	CINQ Upstate: EHS, INC., Care Medical Practice, Community Health Center of Buffalo, Jericho Road Ministries, Medical Health Associates for Western NY, INC. Southertier Community Health Center Networks, INC., The Chautauqua Center, INC, Tri-County Family Medicine Program, INC., Lakeshore Family Medicine Associates, Liberty Resources, Ted J. Triana, Urban Family Practice, Westfield Family Physicians, John Mulawka-dba Southtowns Pediatrics, Lynne Ross dba Canalside Primary Care, Mobile Physicians Services PLLC, Robert Ericson Do &Jennifer Ericson Do dba Inspired Health Group, Highgate Medical Grop, PC. Northeast Medical, PC. Kenmore Family Medicine.
Karen Yonkers-Santy ✉ Email Address	Counties: Cortland, Oswego, Schuyler, Seneca, Tioga, Tompkins, Westchester	FLIPA- Family Health Network of CNY, Northern Oswego County Health Servies Inc, Upstate Family Health Center, Inc. Other: Cayuga Medical Associates, Oswego County OB-GYN, New York Senior Medical Group; William F. Ryan Community Health Center, Ryan Chelsea Clinton Community Health , Cayuga Health Partners
Maureen Hudson ✉ Email Address	Erie and Chautauqua Counties	Catholic Medical Partners (CMP) Sisters Of Charity Hospital, Mount St. Mary's Hospital , Trinity Medical of WNY, PC., WNY Medical PC, Primary Care of WNY, Summit Pediatrics, Lockport Pediatrics, Frank Laurri, M.D. & Associates, Southgate Medical Group; Family Health Medical Services, UPMC Chautauqua WCA, Jamestown Pediatrics, Southerntier Pediatrics, Great Lakes Physicians Practice, PC. (GLPP), Community Inclusion
Penny Patterelli ✉ Email Address	Counties: Oneida, Onondaga, Otsego, Schoharie	IPA: Trinity Health Providers: St. Peters' Health Partners Medical Associates, Samaritan Hospital of Troy, St. Peter's Hospital, St. Joseph's Hospital Health Center, St. Joseph Medical PC. Other: Family Care Medical Group, Crouse Medical Practice, Family Care Medical Group, Mary Imogene Bassett, Little Falls Hospital, Mohawk Valley Health System, Rome Health
Nicole Heldson ✉ Email Address	Counties: Genesse, Livingston, Niagara, Ontario, Orlean, Wyoming, Allegany, Steuben, Chemung	GLIN: Bertrand Chaffee Hospital, Bradford Regional Medical Associates (Upper Allegany Health System), ECMC, General Physicians, Kaleida Health , Niagara Falls Memorial Medical Center, Olean General Hospital, UB Family Medicine INC dba UBMD Primary Care, Wyoming Community Hospital, Paul DeJac, Christopher Beney , Amandeep Pal, Oak Orchard Health, Anthony Jordan, FLH, Geneva Hospital, Finger Lakes Health Center, Soliders and Sailors,Jones Memorial, Jones Memorial, PC. Mt Sinai, Arnot Ogden, Arnot Medical Services.
Nicole Lloyd ✉ Email Address	Cayuga and Jefferson Counties	All Main Street Rural Providers, Auburn Community Hospital
Penny Patterelli ✉ Email Address	Counties: Oneida, Onondaga, Otsego, Schoharie	Trinity Health: St. Peters' Health Partners Medical Associates, Samaritan Hospital of Troy, St. Peter's Hospital, St. Joseph's Hospital Health Center, St. Joseph Medical PC. Other: Family Care Medical Group, Crouse Medical Practice, Family Care Medical Group, Mary Imogene Bassett, Little Falls Hospital, Mohawk Valley Health System, Rome Health
Peter Stone ✉ Email Address	Counties: Broome, Chenango, Delaware, Lewis, Madison; Franklin, Fulton, Hamilton, Herkimer, Montgomery, Saint Lawrence	United Health Services (UHS) Chenango Memorial Hospital INC, Delaware Valley Hospital INC, United Health Services Hospitals, INC, United Medical Associates. Concordia- Oneida Medical Practice PC, Oneida Health Systems INC, Oneida Medical Associates PLLC. Other: Endwell Family Physicians, Lewis County General Hospital, St. Regis Mohawk Tribe, Benardot Tribe, Nathan Littauer Hospital, North County Family, Carondelet, St. Mary's
Robert Chantra ✉ Email Address	Monroe and Wayne Counties	Rochester Regional Health System- (RRHS) Rochester General Hospital, The Unity Hospital of Rochester United Memorial Medical Center, Western New York Medical Practice, Clifton Springs Hospital & Clinic, Newark Wayne Community Hospital (St. Lawrence Health Systems) Massena Hospital, Canton Potsdam Hospital & Medical Practice, Gouverneur Hospital Guthrie Health-Guthrie Corning Hospital, Guthrie Cortland Medical Center, Guthrie Robert Packer Hospital, Guthrie Troy Hospital University of Rochester (U of R) Strong Memorial Hospital

Provider Quality News

Health Literacy Month: Helping Members Make Informed Decisions

10/1/2024 • Posted by Fidelis Care in Health and Wellness, Health Insurance Basics

October is Health Literacy Month. Health literacy helps you understand health information so you can make good choices about your well-being.

There are two parts of health literacy:

Health Literacy: Knowing how to get, understand, and use information to make good choices about your health.
Healthcare Literacy: Understanding how the healthcare system works, including knowing about insurance, medical terms, and treatment options.

Fidelis Care is dedicated to ensuring our members understand how they can work with their provider to make the most of their benefits and take care of their health. We support health literacy through online educational resources and a multilingual staff to speak to members in their own language. In addition, Fidelis Care will hold events throughout the month to help members take care of their health and lead a healthy life. See the full list below.

Our website hosts helpful tools to improve health literacy:

Health Insurance Terms Explained: Learn what copay, deductible, and other healthcare terms mean
Member How-to Videos: Watch videos to learn how to easily access your care
Understand Your Benefits: Find out how your health insurance works, including plan basics and what services are covered
Health Resources: Visit our online library to learn about health topics and illnesses
Healthwise: Videos and articles from our partner cover many health issues, including fitness, mental health, nutrition, and more.

Another way Fidelis Care helps to improve health literacy is by having staff who can talk to you in your preferred language. Members of our team speak 29 different languages, from Spanish to Urdu, and can explain health insurance coverage and benefits in an understandable way, tailored to the individual.

We also know it’s important to meet people face to face. Fidelis Care has more than 20 community offices across the state. Our StreetSide RVs and vans travel around the state to meet members and answer their questions.

Income, education, and location can affect people’s ability to understand health-related topics. Fidelis Care works with everyone to give them the same chance to be healthy. For example, Wellcare Fidelis Dual Plus is a Medicaid Advantage Plus program where Care Managers work closely with members who qualify to plan out their care and understand options available to them.

Our Care Managers also support members in our Health and Recovery Plan (HARP), Managed Long Term Care (MLTC), Dual Advantage Plan, as well as members with chronic illnesses such as asthma, diabetes, heart disease, behavioral health issues, and HIV.

Health literacy helps individuals - especially those who may need extra care and assistance - with understanding their personal health and wellness, as well as the support and resources that are available. Fidelis Care is here to help.

Health Literacy Events

October 16, 2024, from 10 AM – 3 PM: “How to Renew Your Health Insurance 2024”
100-02 Post Ave, New York, NY 10032
October 16, 2024, from Noon - 4 PM: “Fall Mini Blitz 2024”
815 East Tremont Ave, Bronx, NY 10460
October 17, 2024, from 1 PM - 4 PM: “Community Outreach”
1043 Southern Blvd., Bronx, NY 10459

October 18, 2024, from 11 AM – 3 PM: “Pink Together, Strong Forever”
100-02 Post Ave, New York, NY 10032
October 24, 2024, from 1 PM - 4 PM: “Community Outreach”
1043 Southern Blvd., Bronx, NY 10459
October 25, 2024, from 11 AM – 3 PM: “National Domestic Violence Awareness Month”
544 Nostrand Ave Brooklyn, NY 11216
October 31, 2024, from Noon – 4 PM: “2024 Fall-O-Ween Celebration”
100-02 Post Ave, New York, NY 10032
October 31, 2024, from 11 AM – 2 PM: “Trick or Treat 2024/Member Retention”
544 Nostrand Avenue, Brooklyn, NY 11216
October 31, 2024, from 1 PM - 4 PM: “Community Outreach”
1043 Southern Blvd., Bronx, NY 10459
October 31, 2024, from Noon – 2 PM: “Halloween Spooky Event”
146-01 Jamaica Avenue, Jamaica, NY 11435
October 31, 2024, from 10 AM – 2 PM: “Vax Pop Up Event”
91-08 Roosevelt Avenue, Queens, New York 11372

Provider Office Hours

Fidelis Care hosts webinars called “Provider Office Hours” several times each month to share information and answer any of your questions.

Find out more

Provider Satisfaction Survey

Your provision of quality care and services to our members contributes greatly to Fidelis Care’s success. One of the ways Fidelis Care prioritizes quality is making sure you are satisfied with your experiences. Our annual Provider Satisfaction Survey identifies areas to focus on for further improvement in the coming year. The Provider Relations Department works diligently to identify an action plan to address areas of improvement, while continuing to develop actions and interventions to improve the provider experience.

HEDIS® Measurement Toolkit

HEDIS® is a tool used by more than 90% of America’s health plans to measure performance on important dimensions of care and service. We've developed this toolkit to help identify required preventive services.

HEDIS® 2026 Toolkit

Adult Pocket Guide

Pediatric Pocket Guide

Quick Reference Guide