Genesis Matlantlane Mokolo
Medical Aid Business Consultant
Brakpan
Summary
I strongly believe that my experience will add value to any company. Over the years as I have moved on in my career to other positions, I have learnt that teamwork is an important asset for success. I believe in working standards, Quality and accuracy.
Overview
1
1
Language
33
33
years of professional experience
3
3
Certificates
Work History
Business Consultant
Moso Consulting Services (Pty)Ltd
12.2021 - Current
- Act as an interface between members and medical aid schemes.
- Give advice to members seeking information on medical aid schemes.
- Ongoing client (External) feedback on queries according to turn-around times.
- Capture all application forms and queries on the CRM system.
- Maintaining accurate details of all queries captured on the CRM system.
- Ensure all forms have been quality checked before submission/quality assurance.
- Servicing medical aid members according to service chart.
- Adhere to service chart and time management.
- Ongoing query management through the CRM system.
- Adhere to internal workflow processes.
- Must understand medical aid scheme rules as governed by CMS.
- Proactively expand client base.
- Establish and maintain client relationship for retention and customer satisfaction.
- Able to cope in a pressurized environment and maintain a sense of urgency.
- Positive attitude towards one’s own work.
- Building brand awareness through client interaction.
- Manage weekly and monthly reports.
- Establish action plans to achieve set targets.
- Review customer relations and build new business opportunities.
- Organize wellness days for own clients span.
- Co-ordinate year-end review for own client span.
- Conduct year-end presentation for purposes of member education and medical aid changes or options.
- Present medical aid schemes to new recruits (Induction Days).
- Ensure that all member information and application forms are handled according to POPIA standards.
Call Centre Agent-Corporate Schemes
Medscheme (Pty) Ltd
12.2015 - 11.2021
- Takes inbound calls daily dealing with client’s queries via telephone in adherence with productivity standards and department policy & procedures.
- Guides client and advises client of appropriate course of action if necessary/information.
- Finalize call at point of contact where possible.
- Ensure that calls which are not resolved on contact, are correctly referred to the relevant Department.
- Ensures that more complex queries are escalated appropriately.
- Makes outbound calls in accordance with predetermined schedules.
- Handles all queries in adherence with the Contact Centre Quality standards.
- Perform full Contact Centre Agent functions daily (in bound calls and were stipulated outbound calls as determined in the Performance Contract).
- Meet the Service Level Agreement [SLA] daily.
- Adhere to the departments workflows & policies and procedures.
- Active participation at Team Meetings, Training Sessions, Team Buildings etc.
- Full understanding & navigation of the Nexus administration system.
- Full understanding of the Closed/Corporate Scheme’s Act.
- Full understanding of the Closed/Corporate Scheme’s Rules, Annexures A,B,C&D Company policies & procedures and the Service Level Agreement [SLA].
- Understanding the Medical Aid industry and related legislation.
- Understanding the Process Flows of the Call Centre & integration to the other internal departments.
- Problem solving and decision making.
- Deliver, maintain and enhance own work standards and quality.
Quality Assurance Clerk
THEBE YA BOPHELO HEALTHCARE ADMNISTRATORS
03.2014 - 06.2015
- Conduct random call assessments by listening to calls and measuring consultants to ensure objectivity and quality.
- Conduct weekly feedback session with Team Leaders to discuss individual and team performance.
- Delivery five calls per Agent per week.
- To ensure compliance to all regularly requirement and processes.
- Constant monitoring of activity levels and productivity of staff, Generating of Daily, Weekly and Monthly report.
- Promoting a good working relationship within the team and working towards and maintaining good working relationships with other departments.
- Calibrate with the Team Leaders regarding call assessments to identify gaps in the consultant’s Interaction with the customer and ensure objectivity.
- Capture the Quality Assurance (QA) assessment score on the scoring sheet and discuss the Outcome e.g. low-quality calls, compliance issues etc. with the Team Leaders to ensure relevant Development, guidance and coaching is delivered to enhance customer service with the resolution of any issues discovered.
- Helping to drive up customer service levels, ensure compliance, and exceeding client’s expectations.
- Staff coaching and training claims assessor, provider relations, membership clerks.
- Conducting Claims assessment, 5 claims per agent per week.
- Providing feedback to Claims team leaders regarding assessed claims.
- Conducting Providers assessment, 5 applications per an agent per day.
- Providing feedback to Providers Team leaders regarding assessed provider’s applications.
- Conducting Membership clerk’s assessment, 5 applications per an agent per day.
- Providing feedback to Membership Team leaders regarding assessed membership applications.
Acting Key Accounts Manager
THEBE YA BOPHELO HEALTHCARE ADMNISTRATORS
04.2013 - 03.2014
- Monitor the usage of.
- Telephone & 3G Cards.
- Stationery.
- Head Count (maximise capacity).
- Petrol.
- Other Costs.
- Prospect list Generation.
- Induction Session involvement.
- Member Retention.
- Stakeholder Communication & Meetings.
- Customer Satisfaction Index.
- Client Company Climate Reporting.
- CSI Projects.
- Customer Servicing.
- Adherence to schedule.
- Intensity of servicing.
- Outward servicing.
- Stakeholder Meetings.
- First-time query resolution.
- Escalated Query Management including feedback.
- Accuracy + Efficiency (Quality Control).
- Query Logging.
- QMS - Quality Management System.
- Thebe the best file.
- Non-conformance outstanding.
- Effective IT Resource Management.
- Faster Forward Utilization.
- Learning and Growth.
- Performance Management System.
- Performance Contracts.
- Formal Performance Reviews.
- Informal Performance Reviews.
- Moderation Outcomes.
- Training and Development.
- Training Plan Adherence.
- Ongoing Review.
- Pre and Post Training measurement.
- Hold monthly staff meeting.
Quality Assurance Clerk
THEBE YA BOPHELO HEALTHCARE ADMNISTRATORS
11.2011 - 04.2013
- Conduct random call assessments by listening to calls and measuring consultants to ensure objectivity and quality.
- Conduct weekly feedback session with Team Leaders to discuss individual and team performance.
- Delivery five calls per Agent per week.
- To ensure compliance to all regularly requirement and processes.
- Constant monitoring of activity levels and productivity of staff, Generating of Daily, Weekly and Monthly report.
- Promoting a good working relationship within the team and working towards and maintaining good working relationships with other departments.
- Calibrate with the Team Leaders regarding call assessments to identify gaps in the consultant’s Interaction with the customer and ensure objectivity.
- Capture the Quality Assurance (QA) assessment score on the scoring sheet and discuss the Outcome e.g. low-quality calls, compliance issues etc. with the Team Leaders to ensure relevant Development, guidance and coaching is delivered to enhance customer service with the resolution of any issues discovered.
- Helping to drive up customer service levels, ensure compliance, and exceeding client’s expectations.
- Staff coaching and training claims assessor, provider relations, membership clerks.
- Conducting Claims assessment, 5 claims per agent per week.
- Providing feedback to Claims team leaders regarding assessed claims.
- Conducting Providers assessment, 5 applications per an agent per day.
- Providing feedback to Providers Team leaders regarding assessed provider’s applications.
- Conducting Membership clerk’s assessment, 5 applications per an agent per day.
- Providing feedback to Membership Team leaders regarding assessed membership applications.
Call Centre Supervisor
ALLCARE HEALTHCARE ADMNISTRATORS (PTY) LTD
11.2011 - 04.2013
- Contribute to high levels of customer satisfaction by ensuring all calls handled by team meet the required quality Standards and by ensuring that that the team resolve as many calls as possible on first contact.
- Ensure that service levels and all other performance targets are met through-call quality monitoring, ACD statistics and observation on the job.
- Optimize productivity of own team through effective scheduling of breaks and training and monitoring adherence to this and individual targets.
- Identifying training needs and ensure development plans are written.
- Orient new team members.
- Develop capability of own team.
- Create a high performance / high commitment climate and engender team spirit.
- Ensure that change is implemented in own team on time and with minimal disruption of service.
- Contribute ideas that create efficiencies/improvements in call centre and other process.
- Performances manage staff not adhering to company policy or meeting call centre targets through development or disciplinary procedures.
- Undertake performance appraisals.
- Take escalated queries.
- Act as an expert reference for team members.
- Support staff with queries requiring intervention.
- Use business tools to analyse the environment and maximize quality and productivity.
- Produce comprehensive reports on call centre performance including analysis of factors affecting the area’s performance.
- Attend meeting.
- Collaborate with other Team Leaders to ensure consistency across the call centre.
- Share best practice.
Call Centre Agent
THEBE INVESTMENT COMPANY
10.2000 - 09.2004
Claims/tariff Assessor
SIZWE MEDICAL FUND
09.1998 - 10.2000
Mailroom Clerk
Medscheme (Pty) Ltd
09.1993 - 08.1998
Education
Wealth Management level 5 -
Masifunde Training Centre
High School - Business Economics, Economics, Accounting, English, Afrikaans, South Sotho
Etwatwa Senior Secondary School
Skills
Internet Explorer
Microsoft Word
Microsoft Excel
Accomplishments
- 2004-01-01, Certificate of Proficiency Thebemed and Hosmed Product Training.
- 2004-02-01, Achievers Certificate in Advanced Management Skills.
- 2005-07-01, Certificate of Competence in Foundations of Customer Service.
- 2006-08-01, Certificate in Principles & Procedures in Industrial Relations.
- 2008-01-01, Clinical Coding Training (Introduction to basic ICD10 Coding)-Allcare Administrators.
- 2013-10-01, Wealth Management Level 5(121 Credits).
Interests
Love playing soccer and outdoor life
Love making new friends and enjoy new challenges
Personal Information
- ID Number: 7305315431086
- Health Status: Excellent
- Date of Birth: 31-05-1973
- Gender: Male
- Driving License: Code 10
- Marital Status: Married
- ID Number: 7305315431086
Competence
I contribute to any company’s success with my exceptional analytical and conceptual thinking & Creativity skills., Prepared to listen to various points of view and reconsider own opinion. I can identify key or underlying issues in complex situations and provide my answers to management., Uphold personal effectiveness in terms of self-motivated, enthusiastic, well organized, Structured and resourceful. A decision-maker equally effective working independently or in a team., Establish client needs accurately. Make effort to solve client’s problems. Pay attention to clients’ comments and Complaints. Quick and sufficient through service and prompt feedback. Returns calls promptly. Client satisfaction is a top priority.
First Names
Genesis Matlantlane
Own Transport
True
Certification
RE 5(28.05.2024)
Timeline
Business Consultant
Moso Consulting Services (Pty)Ltd
12.2021 - Current
Call Centre Agent-Corporate Schemes
Medscheme (Pty) Ltd
12.2015 - 11.2021
Quality Assurance Clerk
THEBE YA BOPHELO HEALTHCARE ADMNISTRATORS
03.2014 - 06.2015
Acting Key Accounts Manager
THEBE YA BOPHELO HEALTHCARE ADMNISTRATORS
04.2013 - 03.2014
Quality Assurance Clerk
THEBE YA BOPHELO HEALTHCARE ADMNISTRATORS
11.2011 - 04.2013
Call Centre Supervisor
ALLCARE HEALTHCARE ADMNISTRATORS (PTY) LTD
11.2011 - 04.2013
Call Centre Agent
THEBE INVESTMENT COMPANY
10.2000 - 09.2004
Claims/tariff Assessor
SIZWE MEDICAL FUND
09.1998 - 10.2000
Mailroom Clerk
Medscheme (Pty) Ltd
09.1993 - 08.1998
High School - Business Economics, Economics, Accounting, English, Afrikaans, South Sotho
Etwatwa Senior Secondary School
Wealth Management level 5 -
Masifunde Training Centre