FELIX OKONDO WESONGA
Nairobi
Summary
Enhance team performance and maximize customer satisfaction by strategically positioning and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Intake Care Associate Analyst
Cigna International Health Services-Nairobi Kenya
08.2024 - Current
- Analyse requests for hospitalization and evaluating treatments, as well as amount and the length of stay depending on policy
- Act as liaison between medical providers and insured individual, mainly by phone, to obtain all necessary information
- Review and monitor cases to ensure files are cascaded to appropriate teams, depending on specific identified triggers
- Act as point of contact for hospitals regarding all questions related to the Guarantee of Payment
- Negotiate discounts with providers
- Maintain all necessary information regarding the hospitalizations in an internal database
- Translate and interpret medical and other relevant documents for case analysis
Customer Service Representative
Cigna International Health Services – Nairobi Kenya
12.2021 - 07.2024
- Handling calls and e-mails and responding to simple and complex inquiries regarding eligibility, cards status, Envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and providing solutions for customers and clients.
- Receiving requests by mail, telephone, or in person regarding insurance claims/policies.
- Responding to inquiries from policy holders, clients, brokers and/or others.
- Issuing of guarantee of payment GOP for both inpatient and outpatient cases for members
- Attending to all walk-in members from all books of business at our CIGNA office at the Aga khan hospital
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
Client Relations Officer
Aqua Dental Services – Nairobi Kenya
11.2020 - 12.2021
- Ensure outstanding customer satisfaction by maintaining strong working relationships.
- Maintain complete and accurate customer correspondence data.
- Develop and update client related reports.
- Managing client relationships to build a reputation for excellent service and generate repeat business.
- Negotiate and manage agreements through business contract process.
- Identify and develop problem solving methodologies to resolve customer issues.
- Act as point of contact for complaints and escalate issues as appropriate.
- Selected achievements.
- Maintained a 98% first call resolution, thereby reducing call back rates and enhancing customer service experiences of the clients.
- Successfully reduced open tickets from 50 to 10 in first week on the job.
- Reduced abandoned ticket rate from 20% to less than 2%.
- Decreased downtime, and increased client satisfaction, by aggressive resolution of support issues
Discharge Officer
Gertrude’s Children’s Hospital Muthaiga – Nairobi Kenya
01.2015 - 10.2020
- Coordinated all appropriate procedures working with the doctors, nurses, therapists and outside agencies ensuring all plans are in place for the time of discharge.
- Audited records to ensure compliance with institutional guidelines.
- Ensured proper documentation of patient activities.
- Provided general information to hospital users, patients and families.
- Provided excellent focused customer service by communicating effectively to service delivery areas to maximize patient flow.
- Maintained knowledge of codes and emergency procedures
- Responded to inbound calls, email, letter and face to face inquiries from customers.
- Ensured that visitors were served within 5 minutes on arrival at the facility by logging in the system the check in time and departure time.
Unit Coordinator Maternity & New-born wing
Aga Khan University Hospital
01.2012 - 08.2013
- Maintained and updated patient medical records.
- Trained new employees on hospital processes.
- Planned patient procedures and activities.
- Resolved all patient complaints and collected reviews to help improve functionality.
- Assisted patients with important hospital forms and inform them about the procedures of the hospital.
Education
Diploma - Customer Service
Skills
- Effective time management
- Effective conflict resolution
- Proficient in written communication
- Analytical problem solving
- Collaborative teamwork skills
Certification
- Certificate in Mortuary science
- Certificate in Computer maintenance and networking
Accomplishments
- Improved operational efficiency by 30% through the implementation of streamlined processes at the Aga Khan Office.
- Appointed the go-to-person for Mastercard Foundation that resulted in an increased client satisfaction rate for the group.
- Consistently met performance milestones in speed, accuracy, and volume
Timeline
Intake Care Associate Analyst
Cigna International Health Services-Nairobi Kenya
08.2024 - Current
Customer Service Representative
Cigna International Health Services – Nairobi Kenya
12.2021 - 07.2024
Client Relations Officer
Aqua Dental Services – Nairobi Kenya
11.2020 - 12.2021
Discharge Officer
Gertrude’s Children’s Hospital Muthaiga – Nairobi Kenya
01.2015 - 10.2020
Unit Coordinator Maternity & New-born wing
Aga Khan University Hospital
01.2012 - 08.2013
Diploma - Customer Service
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