Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

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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FELIX OKONDO WESONGA