Melanie Joseph
Client Information Consultant
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About
Experienced Healthcare Administration Specialist with 15+ years in medical aid operations, chronic medicine management, claims processing, and client information services. Strong background in Nexus, Pharmcom, Ex-Gratia, clinical data interpretation, and high-volume call centre environments. Adept at resolving escalated queries, ensuring accurate claims payments, and supporting clinical teams.
Also experienced as a remote transcriptionist, delivering high-quality, confidential work with consistent deadline adherence.
Experience
Client Information Consultant at Medscheme Holdings (2024-04 – 2026-08)
- Processed and verified member information on Nexus with high accuracy.
- Ensured correct benefit application and payment processing for chronic and acute claims.
- Investigated escalated queries, reducing turnaround time and improving member satisfaction.
- Supported clinical teams with formulary queries, urgent applications, and oncology-related cases.
- Maintained SLA targets for call handling, email response, and query resolution.
- Assisted PCC Call Centre Agents with pre-clinical queries and system constraints.
Clerk: Medicine Information Management (Bonitas) at Medscheme Holdings (2017-10 – 2024-03)
- Managed membership information data on Nexus.
- Investigated documents, rectified errors, and linked data to member profiles.
- Analyzed and resolved incorrect payments and non-payment reasons.
- Provided professional client feedback and resolved problem files.
- Captured chronic medication applications and urgent clinical requests.
- Handled Pharmcom and Ex-Gratia outcomes.
Chronic Medicine Management Call Centre Agent at Medscheme Holdings (2010-10 – 2017-09)
- Responded to chronic medicine queries and processed applications.
- Conducted outbound calls for Medical Advisor and Formulary teams.
- Updated members on urgent requests and resolved first-contact queries.
- Assisted oncology-related queries and script confirmations.
Remote Transcriptionist at Sigma AI (2024-05 – 2024-11)
- Transcribed audio recordings with high accuracy.
- Proofread and corrected content to meet quality standards.
- Maintained strict confidentiality of sensitive information.
- Consistently met project deadlines and productivity targets.
Call Centre Agent at Old Mutual Healthcare (Capital Outsource Group) (2009-03 – 2010-09)
- Assisted suppliers with medical aid benefit confirmations.
- Provided updates on claims received and sent claim advices.
Inbound New Accounts Consultant at RCS (2008-11 – 2009-02)
- Assisted applicants telephonically and liaised with merchants.
- Provided application updates and processed new account requests.
Telesales at Sell Direct (2008-06 – 2008-08)
- Sold Sanlam Funeral Policies and performed cold calling.
- Captured data and conducted follow-ups.
Telesales Agent, Home Loans at ABSA Data (2008-03 – 2008-05)
- Sold ABSA Home Loans and updated customers on application statuses.
- Performed cold calling and data capturing.
Teller / Customer Consultant / Sales Consultant at Standard Bank (2000-09 – 2007-11)
- Delivered sales and customer service support.
- Managed cash handling, documentation checks, and account services.
- Opened new accounts and handled enquiries, debit orders, and cheque books.
Cleaner at Rainbow Cleaning Services (1997-12 – 2000-01)
- Cleaned aircraft, lounges, and airport areas.
- Prepared offices and crew facilities.
- Liaised with supervisors to ensure quality standards.
Education
Grade 12 in English, Afrikaans, Mathematics, Business Economics, Accounting, Economics – Bishop Lavis Senior Secondary (1997)
