Elvina Barends
Senior Provider Liaison Officer
Cape Town
Summary
Introduction
Experienced Liaison Officer specializing in solutions-driven approaches, with a proven track record spanning over a decade. I excel in driving successful client engagement and support strategies that anticipate and resolve issues proactively. My contributions have consistently led to immediate and lasting results in healthcare service solutions. I bring extensive experience in engaging various stakeholders in the healthcare sector, including doctors, franchises, brokers, providers, members, and intermediaries. My focus is on utilizing robust business acumen, customer experience expertise, and solution-selling skills to foster growth, strengthen client relationships, and unlock long-term organizational value.
Overview
14
14
years of professional experience
1
1
Language
Work History
PROVIDER LIAISON OFFICER
MOMENTUM HEALTH SOLUTIONS
10.2017 - Current
- Provide holistic value and ongoing consultation to the Senior Manager: Networks and Provider Relations in driving meaningful relationships with healthcare providers within assigned region
- Identify and actively drive the translation of stakeholder requirements into high-impact administrative and customer service support, solutions and processes
- Contribute towards the implementation of processes that improve efficiency, build service delivery excellence and maximize quality assurance
- Manage the coordination and preparation of comprehensive reports that provide substantiated commentary on the quality of network services and provider compliance with Scheme network agreements
- Support departmental and cross-functional effectiveness, including strategic planning and resource optimization
- Manage escalations related to claims and authorizations issues from the providers within the assigned region
- Reinforce consensus-driven communication, ensuring clients and senior Managers are notified of ongoing issues and problem resolution status
- Document and maintain clear records of all client interactions and outcomes to ensure that there is continued visibility and that best practices are shared.
SENIOR SERVICE CONSULTANT(PROVIDER)
DISCOVERY HEALTH
06.2015 - 12.2016
- Servicing all key stake holders telephonically and via other channels, as required until a query is resolved
- Servicing members in a customer centric way, ensuring to keep to service principles
- De-escalate situations involving dissatisfied customers, offering patient/members assistance and support
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Informs clients by explaining procedures; answering questions; providing information
- Review customer or client accounts, providing updates and information about billing, claims and benefits
- Collaborate with other call center professionals to improve customer service
- Updates job knowledge by studying new product descriptions; participating in educational opportunities
- Maintains communication equipment by reporting problems.
SENIOR SERVICE CONSULTANT
DISCOVERY HEALTH
06.2015 - 12.2016
LABORATORY ASSISTANT PATHCARE PATHOLOGY
10.2010 - 12.2014
Education
CERTIFICATE IN MANAGEMENT-NQF LEVEL 4 -
Graduate institute of Financial Science
NATIONAL SENIOR CERTIFICATE - undefined
Sarepta High School
Skills
Customer Experience
undefinedReferences
MARCELLE JAFFER, Current Line Manager, Momentum Health, 021 673 1839
Timeline
PROVIDER LIAISON OFFICER
MOMENTUM HEALTH SOLUTIONS
10.2017 - Current
SENIOR SERVICE CONSULTANT(PROVIDER)
DISCOVERY HEALTH
06.2015 - 12.2016
SENIOR SERVICE CONSULTANT
DISCOVERY HEALTH
06.2015 - 12.2016
LABORATORY ASSISTANT PATHCARE PATHOLOGY
10.2010 - 12.2014
CERTIFICATE IN MANAGEMENT-NQF LEVEL 4 -
Graduate institute of Financial Science
NATIONAL SENIOR CERTIFICATE - undefined
Sarepta High School
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