Company: EmblemHealth Neighborhood Care, New York, NY
Nomination Submitted by: EmblemHealth
Company Description: With 15 locations across New York City, EmblemHealth Neighborhood Care provides in-person and virtual customer support, connections to local resources, and free programs to support community health and wellness. Each Neighborhood Care location features Customer Care Navigators who live in their communities, ensuring that they can help customers navigate barriers to health in a personalized way.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Woman of the Year in Customer Service
 Nomination Title: Nazneen Rahman, Neighborhood Care
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 197 words used.
- Attached is a deck with peer reviews of Nazneen and images of her supporting various events including grand openings and program launches.
- Link to video of Naz sharing an overview of Neighborhood Care services.
- Attached is a brochure and one-pager that provide context about EmblemHealth Neighborhood Care, locations, and available services. Nazneen is the leader responsible for all EmblemHealth Neighborhood locations, teams, resources, and programs.
- View testimonials from members that share the impact that Neighborhood Care has had on them as individuals, their communities, and their long-term health goals.
- Press Releases and Social Media Coverage
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 199 words used.
A leader of quiet strength, Nazneen Rahman, AVP EmblemHealth Neighborhood Care, exemplifies the balance between strategic vision and operational excellence. Her influence resonates across EmblemHealth Neighborhood Care’s 15 locations throughout New York City. Nazneen, or Naz as everyone affectionately calls her, is a hands-on leader who is deeply engaged in the day-to-day activities of Neighborhood Care. She consistently visits each location, ensuring that the staff feels supported and operations run smoothly. Despite her demanding workload, she makes herself available to address concerns, provide guidance, and assist with any challenges the team encounters. Her approachable nature fosters a culture of trust and collaboration, making every team member feel valued and empowered. At the same time, Naz brings a strategic focus to her role, seamlessly integrating long-term planning with the realities of daily operations. Whether in an executive leadership meeting or a team huddle, she is an advocate for securing the resources her team needs to excel, and her efforts have directly contributed to Neighborhood Care’s growth and success. Above all, Naz leads with integrity, humility, and an unwavering commitment to her team. Her ability to connect with individuals at all levels, while driving impactful outcomes makes her a remarkable leader.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 244 words used.
- In July 2022, crucial in-person programming resumed across 13 Neighborhood Care locations following the COVID-19 pandemic while prioritizing public safety measures.
- In October 2022, the Mind and Body Well-Being Program launched at EmblemHealth Neighborhood Care Flushing. With a focus on the Asian American population in Queens, it provided health and wellness classes, 1:1 counseling sessions, and connections to local resources. All offerings were free and open to the public.
- In October 2023, EmblemHealth Neighborhood Care Elmhurst opened in Queens, providing essential resources to residents.
- In November 2023, the Serenity and Soul Well-Being Program launched at EmblemHealth Neighborhood Care Crown Heights. It offers classes, 1:1 counseling services with a full-time LCSW, and connections to local organizations to help the community manage the stressors of living in an urban environment. All offerings are free and open to the public.
- In November 2023, in response to health disparities in the Bronx, EmblemHealth opened its first Neighborhood Care location on Southern Boulevard, establishing a footprint in all five New York City boroughs and providing vital services and classes to the community.
- In May 2024, EmblemHealth Neighborhood Care Fordham Road opened in the Bronx solidifying its commitment to New Yorkers' health.
- In October 2024, in response to the diabetes epidemic in New York, EmblemHealth Neighborhood Care launched the Community Diabetes Wellness Program in Fordham Road. This program provides A1C screenings, diabetes prevention and management workshops, and nutritional counseling. All offerings are free and open to the public.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 223 words used.
Nazneen’s achievements are both significant and unique because of her success in navigating a major organizational restructuring with vision and determination. EmblemHealth Neighborhood Care was reclassified from a corporate affairs focus to a customer service orientation, a shift that introduced a metrics-driven framework that was at odds with the department's historic key performance indicators. Rather than seeing this as a limitation, Naz embraced the challenge. She quickly mobilized her team to adjust to the new structure while ensuring their work continued to address the critical needs of the community. She aligned her department’s efforts with quantifiable metrics that demonstrated how they were dramatically reducing gaps in health equity. Her leadership not only ensured a seamless transition but also positioned her department as a leader in measurable community impact. As a result, departments from across EmblemHealth now seek opportunities to partner with Neighborhood Care to drive meaningful change and contribute to organization-wide goals. The integration of customer service metrics into mission driven work has set a new standard that has amplified her department’s impact, creating a data-driven narrative that underscores their vital role in addressing disparities. Naz was able to merge the mission of creating healthier futures with operational excellence in a way that has allowed her to be an effective advocate for her team, her department, and, most importantly, the communities we serve.
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