Barend Henry

• Step-by-Step Process for Underwriting Responsibilities
  1. Client Communication
  Initial Call: Contact clients for whom the underwriting department has called for requirements.
  FICA Compliance: Ensure that all declarations are read to the client before starting the interview. This is crucial for compliance with FICA regulations.
  2. Gathering Medical Information
  Telephone Interviews: Collect all necessary medical information via telephone.
  Complete Required Forms: Fill out the required forms based on the diagnoses specified by the underwriter. Ensure accuracy and completeness.
  3. Submitting Information
  Electronic Submission: Once all forms are completed, send them back to the underwriter electronically to facilitate the continuation of the underwriting process.
  4. Underwriting Adjustments
  Increased or Decreased Cover: Perform underwriting assessments for clients who wish to increase or decrease their cover. Ensure that all new information is accurately reflected in their profiles.
  5. Case Management and SLA Compliance
  SLA Monitoring:
  Ensure that cases assigned to you are completed within the required Service Level Agreement (SLA) of 24 hours.
  For cases that are pended, adhere to a 5 working day SLA for resolution.
  6. Follow-Up on Non-Reachable Clients
  Day 2 Protocol: If a client is non-reachable by day 2, send an email to the broker informing them of the situation.
  Day 3 Protocol: On day 3, call the broker to establish if the client is available and determine the best time to reach them.
  Best Practices for Effective Communication
  Documentation: Keep detailed records of all communications with clients and brokers, including dates and content of conversations.
  Reminder System: Use calendar reminders or task management tools to track deadlines for SLAs and follow-ups.
  Client-Centric Approach: Always prioritize clear communication with clients regarding their needs and expectations throughout the process.
  Conclusion
  By following this structured approach, you can ensure that you meet all underwriting requirements while maintaining compliance with FICA regulations. Regular follow-ups and effective communication with brokers will enhance your efficiency in managing client cases.

• To effectively communicate call performance to agents, follow these steps to pull agent call reports into Excel and visualize the data:
  Step 1: Collect Agent Call Data
  Gather the necessary call performance metrics for each agent. Key metrics to consider include:
  Number of calls handled
  Average handle time (AHT)
  First-call resolution rate (FCR)
  Customer satisfaction score (CSAT)
  Average speed of answer (ASA)
  You can typically extract this data from your call center software or reporting tools. Ensure you have a historical dataset for meaningful analysis.
  Step 2: Import Data into Excel
  Open Excel and create a new workbook.
  Go to the "Data" tab and select "Get Data" or "From Text/CSV" if your data is in a CSV format.
  Follow the prompts to import your data, ensuring that each metric is in its own column for clarity.
  Step 3: Organize the Data
  Once imported, organize your data:
  Create headers for each metric.
  Ensure that the data types are correct (e.g., numbers, dates).
  Sort or filter the data as needed to focus on specific agents or time periods.
  Step 4: Create Visualizations
  To visualize agent performance:
  Select the Data: Highlight the relevant columns of data.
  Insert Charts: Go to the "Insert" tab and choose from various chart options such as:
  Bar Charts for comparing metrics across agents.
  Line Graphs for trends over time.
  Pie Charts for proportions of calls handled, etc.
  Customize your charts:
  Add titles, labels, and legends.
  Use colors to differentiate between agents or metrics.
  Step 5: Communicate Findings
  Once your charts are ready:
  Share them with agents through email or during team meetings.
  Discuss individual performances and areas for improvement based on the visualized data.
  Encourage agents to set personal goals based on their performance metrics.
  Step 6: Continuous Monitoring
  Regularly update this report to track improvements over time. Utilize feedback from agents about their performance insights to foster a culture of growth and accountability.
  By following these steps, you can ensure that agents are well-informed about their performance metrics, promoting awareness and encouraging improvement in their telephone handling skills.

• Company Overview
  Team Management
  Agent Supervision: Manage a team of 12 agents, ensuring they are effectively handling their assigned books.
  Performance Management: Conduct performance reviews, focusing on uderperformers to enhance productivity and effectiveness.
  Operational Responsibilities
  Book Management: Oversee the books that agents work on, ensuring they align with company goals.
  Call Campaigns: Create and implement call campaigns tailored to agents' book allocations to maximize outreach and efficiency.
  Reporting and Compliance
  Monthly Reports: Generate detailed reports on book performance, providing insights into agent productivity and areas for improvement.
  Progress Reports: Prepare monthly progress reports for clients, summarizing key metrics and outcomes.
  Underwriting Duties
  Case Handling: Refer cases to tracing as necessary and perform tracing tasks personally when required.
  ICD 10 Task Team Meetings: Attend meetings related to ICD 10 standards, providing feedback to management on implications for the business.
  PHISC Meetings: Participate in PHISC meetings, supplying feedback and indicating potential impacts on operations.
  Claims Processing
  Claims Capture: Capture claims from PMA doctors and submit them to medical aid schemes for processing.
  Payment Allocation: Allocate payments in the Datamax system once received from medical aid schemes.
  System Management
  Collections System Oversight: Manage agents using the Excalibur 3 collections system, ensuring compliance with operational standards.
  IT Support: Ensure server functionality and provide basic IT support within the office as needed.
  SLA Compliance
  Ensure all tasks are completed within specified Service Level Agreements (SLAs):
  Cases assigned must be handled within 24 hours.
  Pended cases should be resolved within 5 working days.
  Communication Protocols
  If a client is non-reachable:
  By day 2, email the broker to inform them of the situation.
  By day 3, call the broker to establish client availability and determine optimal times for follow-up calls.
  Reason for Leaving
  The individual resigned from their position, indicating a transition to new opportunities or personal reasons.
  This structured overview encapsulates the essential functions and responsibilities associated with managing a team of agents in Johannesburg while ensuring compliance with underwriting processes and operational efficiency.
• Accessed credit records to evaluate customer credit histories.
• Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
• Increased recoveries by negotiating favorable repayment terms for clients and customers.
• Contacted clients with past-due payments and actively monitored payments due from clients.
• Conducted thorough credit reviews to assess risk levels and make informed decisions on extending credit or initiating collections actions.
• Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
• Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
• Streamlined collections procedures for increased productivity and reduced manual efforts.
• Maintained compliance with federal, state, and local regulations governing debt collections practices.
• Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
• Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
• Adhered to established guidelines to increase profits and collect supplier payments.
• Created comprehensive reports on collection activities, highlighting key performance indicators and areas for improvement.
• Enhanced team performance through regular training, coaching, and feedback sessions.
• Worked with legal resources and recovery teams to manage default issues.

• Company Overview: (Johannesburg)
• Compile daily, weekly, and monthly stats for management
• Do performance management on poor performers
• Pull telephone reports on Telkom teltrace system
• Attend ICD 10 task team meetings and give feedback to management
• Attend PHISC meetings and supply feedback and indicate where the impact will be on our business
• Do claim submissions via our independent switch
• Verify and recon claims that have been sent to med aid via our switch
• Check log files for claims that have been sent to med aid schemes and confirm that they have received them
• Provide doctors with proof of sub for claims send to med aid schemes
• Help set up direct connections to med aid schemes for delivery of claims
• (Johannesburg)
• Reason for Leaving: Better Prospects
• Informed clients of policies and procedures.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
• Streamlined internal processes for improved efficiency and productivity within the agency.
• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
• Coordinated with cross-functional teams to ensure seamless service delivery.

• PCNS troubleshooting and problem-solving
• Attend to and resolve PCNS policy queries
• Attend to and resolve queries from SADAC countries
• Ensure accurate information and data on the website
• Initiate new web-based projects relating to PCNS
• Respond to queries on PCNS data at a high level
• Deal with the clean-up of PCNS data
• Applying ethical rules and policy to PCNS applications and existing data
• Handle application forms for suppliers/device practice numbers
• Initiate updates of the PCNS application form as and when required
• Manage the entire ICD-10 process (–ordering, updating, editing, etc.)
• Attend ICD-10 task team meetings as required
• Arrange the printing and distribution of the Namaf Tariff books
• Provide administrative support to the FMU unit and attend meetings
• Be responsible for the ongoing Audit to streamline Usernames and Passwords on PCNS
• Coordinate the distribution of Annual Renewal Reminders
• Finalize PCNS manual and ensure that content is updated
• Reason For Leaving: Better Prospects
• Provided detailed reports on program outcomes demonstrating the impact of implemented policies.
• Monitored and evaluated policy effectiveness, recommending necessary adjustments for optimal results.
• Liaised with government agencies and external partners to align policies with broader initiatives.
• Meticulously tracked emerging trends in order to incorporate new ideas into future policymaking endeavors.
• Streamlined internal processes for improved efficiency in policy development and execution.
• Investigated policies currently under discussion to assess impact on Healthcare industry.
• Proposed policies, developed roadmaps, and reported on costs and benefits.

• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Assisted in recruitment to build team of top performers.
• Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
• Built and maintained strong client relationships, leading to repeat business and referrals.
• Oversaw quality control measures, maintaining high standards for all project outputs.
• Maintained database systems to track and analyze operational data.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Managing 14 agents
  Reporting to Operations Manager

REASON FOR LEAVING: Family Responsibility