Scheme Coordinator at Medscheme Holdings (Pty) Ltd Limited (2020-09 – Present)
Served as the primary point of contact for our Priority Brokers, providing support in resolving medical enquiries and delivering monthly scheme performance presentations to key broker partners.
- Primary liaison for Priority Brokers, serving as the central point of contact for escalations, benefit clarifications, membership issues, and scheme-related support.
- Investigated, resolved, and followed up on complex medical queries, ensuring accurate interpretation of medical aid rules, benefits, and clinical protocols.
- Analysed trends in broker queries to identify recurring issues and recommend process improvements.
- Prepared, analysed, and presented monthly performance reports for internal teams and broker partners, including membership trends, service metrics, and financial indicators.
- Facilitated monthly broker meetings, delivering clear presentations, action plans, and follow-up communication to ensure alignment and service excellence.
- Coordinated cross-departmental communication between clinical teams, finance, and customer service to ensure timely resolution of escalated cases.
- Maintained accurate documentation and audit-ready records of all escalations, resolutions, and broker interactions.
- Supported compliance with medical scheme policies, POPIA requirements, and internal governance standards.
- Built strong professional relationships with brokers and stakeholders, enhancing trust, service satisfaction, and retention.
Personal Assistant at Medscheme Holdings (Pty) Ltd Limited (2017-10 – 2020-08)
General administrative and Office duties that includes but are not limited to the following:
- Diary management
- Arrange meetings, functions, presentations and conferences
- Travel arrangements
- Time management during scheduled meetings
- Managing appointments that includes one Senior Manager and three General Managers, including eleven team leaders – booking of meeting rooms
- Escalations/Complaints to the SM office with timeous feedback and assistance on resolution of queries.
- Co-ordination of workshops, awards, assistance provided to Strategic Projects. Year-end product training. Monthly PKA tests and various other projects where assistance are provided.
- Drafting of Minutes and ensuring that the action items are completed prior to next meeting.
- Personal Assistant duties for one Senior Manager and three General Managers.
- General assistance for eleven team leaders within three different departments within the Client Operations department.
- Ensuring deliverables are met with various Reports during the course of the month.
Query Consultant at Medscheme Holdings (Pty) Ltd Limited (2017-06 – 2017-09)
Assist with various member email enquiries for Bonitas Medical Fund as well as assisting with drafting of letters to members for Special Cases requests. Personal Assistant duties for the Senior Manager in Client Operations, the Manager in Client Operations and the Call Centre Manager.
Query Consultant at Medscheme Holdings (Pty) Ltd Limited (2016-08 – 2017-05)
Assist with various member email enquiries for Bonitas Medical Fund
Fund Administrator at Vmed Administrators / Liberty Health (2014-06 – 2016-07)
- Assisting the Manager with office duties and support
- To evolve and continuously improve processes
- Enhance the customer service experience
Team Leader for the Retentions and Operations Manager at Vmed Administrators / Liberty Health (2012-10 – 2014-05)
- Assisting the Manager with office duties and support
- To effectively lead the CLC and TAMS team nationally
- To evolve and continuously improve processes and develop staff into a high competent and fully functional service unit
- To ensure effective alignment of the team with the overall business strategy and objectives
- Enhance the customer service experience.
Fund Administrator at Vmed Administrators / Liberty Health (2012-06 – 2012-09)
- Assisting the Manager with office duties and support
- To evolve and continuously improve processes
- Enhance the customer service experience
Client Liaison Consultant at Vmed Administrators / Liberty Health (2012-06 – 2012-09)
Client Liaison Officers are expected to do the following:
- Arrange client visits
- Explain outstanding claim or member's portion to members
- Clarify the members available benefits
- Supply the client with application forms, chronic application forms and help the client to complete them where necessary.
- Deliver membership education
- Collect outstanding claims with problems
- Facilitate resolution of discrepancies in regard to the dependent numbers and contributions.
- Train the clients on systems e.g. EMI, Website
Personal Assistant to Fund Management at Vmed Administrators / Liberty Health (2008-11 – 2012-05)
Administrative and Office duties (Reporting to two Fund Managers and working on three Schemes)
- Travel arrangements
- Arrange meetings, functions, presentations and conferences
- Manage the diary
- Time management
- Office and Telephone administration duties
- Type of documents
- Managing appointments of the two Managers
- Compile Scheme meeting documents
- Collation of meeting packs
- Quality checking of Minutes
Call Centre Agent at Medscheme Holdings (Pty) Ltd Limited (2002-01 – 2008-10)
- Enquiries Consultant for the Call Centre Manager
- Enquiries Consultant for the Client Liaison Department
- Personal Assistant to the Fund Manager (Libcare and Liberty Medical Schemes)
Teller / Bulk Teller at Standard Bank of South Africa (1993-12 – 2002-12)
- Enquiries Clerk
- ATM Custodian
- Receptionist
- Customer Care Consultant
