Customer Service Agent at Government Pensions Agency (2023-06 – 2025-05)
- Handle all face-to-face enquiries received
- Follow up and finalize enquiries referred to other business units within agreed time frames
- Respond to all emails, web queries, posted queries / courier services, within allocated time frame
- Update on all relevant GPAA systems
- Respond to escalated queries within allocated time
- Interact with the departments and members regarding outstanding queries
- Keep up to date on any changes happening in the various sections
- Provide / request feedback to various clients and stakeholders
- Follow-up with business units and provide feedback to clients until cases are finalized
- Effective administration of documents received in line with SOP
- Provide administrative support at outreach initiatives
- Report any issues/make recommendations with regards to ongoing service improvements and maintain a high level of client care
- Compile and submit daily, weekly and monthly production of statistics to the supervisor
- Check and update consolidated/escalation lists to the supervisor
Account Manager at Xpedient Medical (2022-06 – 2023-05)
- Receipting Practice Payments (Medical Aids & Members)
- Send updated and outstanding payment statements to patients/members
- Query unpaid claims with Funds and send through paper claims and accounts for reprocessing to the Fund
- Assist Dr's rooms with request e.g. Rebilling, Reversals and amendments of claims
- Refer claims back to fund for PMB reviewing in line with ICD10 code on claim
- Resubmit claims to Fund for authorization, to be linked to claim and amendments for incorrect billing, dependent code or service date
Administrator at Next BioSciences (Century City Covid Testing) (2020-12 – 2022-05)
- Register Clients for Covid Testing, Antigen /PCR
- Processing of payments and confirmation of benefits for Discovery clients
- Compiling daily stats for supervisor
Team Leader – Client Services with Walk in Centre at Samwumed (2019-08 – 2020-07)
- Managing and motivating a team of plus minus 10 agents
- Coaching and one on one feedback sessions
- Evaluation of calls and providing feedback
- Ensuring agreed SLA met
- Scheduling of breaks
- Drawing & compiling of daily & monthly reports and stats
- Managing unplanned absenteeism and leave requests
- Assisting with Escalated queries and Complaints
- Reworking or reprocessing of claims
- Dealing with disciplinary issues
- Uploading and discussing staff Performance contracts
- Discussing as well as uploading team members Appraisal
- Interviewing new candidates (recruitment and selection)
- Attend to irate clients in walk in centre (when requesting to speak to a senior)
- Created cases to medical advisor for claims where ICD10 codes are PMB and needs to be reviewed for full payment
- Created cases for medical advisor for claims to be paid out of Exgratia Fund
- Escalated cases where ICD10 Code steers claim to pay from Chronic Benefit
- Setting up Product knowledge tests for staff
Team Leader – Contact Centre with back office at Medscheme (2010-01 – 2018-06)
Previous Role/s: Clinical data capturer / Chronic call centre consultant. Department: Chronic Medicine Management – PCC and MML
- Managing and motivating a team of plus minus 14 agents
- Coaching and monthly one on one feedback sessions
- Evaluation of calls and providing feedback
- Ensuring agreed SLA met
- Drawing & compiling of daily & monthly reports and stats
- Managing unplanned absenteeism and leave requests
- Assisting with Escalated queries and Complaints
- Updating of Standard Operational Procedures
- Dealing with disciplinary issues
- Uploading and discussing staff Performance contracts
- Discussing as well as uploading team members Appraisal
- Setting up and interviewing new candidates through, Recruitment and selection process
- Assisting Health Care providers (pharmacists & doctors)
- Telephonic registration of chronic medication (capturing all drugs & motivations as well as updating new prescriptions received telephonically & manually)
- Explaining rejections of medications & authorizations to providers and members
- Assisting with all chronic medicine queries and escalating where required and referring to clinical guidelines & standard operational procedures
Call centre consultant at Old Mutual Healthcare / Lethimvula (2006-08 – 2009-12)
Department: Health Care-supplier line/ hospital line. Precertification / Confirmation.
- Confirmation of member benefits to service providers & assistants
- Service providers in all claim & benefit queries on both provider & hospital line
- Faxing & emailing of statements & reconciling accounts
- Assisting practices on all schemes administered by Omhc
- Precertification: authorizing hospitalization for members as well as procedures in doctor's rooms
Receptionist at Breakaway Systems (2005-12 – 2006-03)
- Filing, faxing, invoicing, banking, answering switchboard
- Updating of cashbook, printing statements, petty cash, payments on Pastel for suppliers
- Keeping record of stock
Call Centre Agent / Tracer at Edcon Financial Services (2001-01 – 2004-02)
Reason For Leaving: In Search of new opportunities
- Debt collecting & Tracing
- Phoning clients, negotiating payments
- Tracing clients on Itc, KI, Cybertel & telephone directories & 1023 (in and outbound call centre)
Sales Assistant at Galaxy Jewelers (1997-09 – 2005-10)
Duration: September 1997- Dec 2000 & Aug 2004-Oct 2005. Reason for Leaving: Casual Capacity
- Sales- one on one basis
- Debt Collecting- in store
- Basic admin, Customer service and Stock control
