Reading
Glenrose Manono Zulu
Mediator
Centurion
Summary
Objective Mediator with 7 years of experience, conducting mediation of the minor transgressions between the health practitioners registered with HPCSA and the complainants aiming at reaching mutually favorable and just outcomes. Detail-oriented and thorough liaison with comprehensive understanding of relevant laws and policies, translating complaints details, letter of explanation details and supporting conflict resolution. Attentive listener with awareness and proficiency in application of relevant laws to dispute details.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
1825
1825
years of professional experience
1
1
Language
Work History
Mediator
HPCSA
12.2016 - Current
- Conducted thorough research on case backgrounds to better understand the context of disputes and inform mediation approaches.
- Backlog in blue files reduced from 1141 cases for 2019 and prior years to zero in 2021. Statistics of cases is now traceable.
- Evaluated success of mediation sessions by tracking outcomes, through development of case management tool.
- Reduction of Mediation turnaround target from 150 days to 70 days
- Collaborated with legal professionals to ensure compliance with regulations and best practices in mediation proceedings.
- Streamlined mediation process through efficient scheduling, coordination, and case management strategies.
- Education of public on benefits of alternative dispute resolution methods compared to traditional litigation processes.
- Developed customized mediation strategies tailored to unique needs of each case.
- Improved workplace morale in Chief Mediator Office by promoting team collaboration in mediating complex complaints and promoting respectful communication practices.
- Contributed to development of organizational policies (SPOs) and procedures aimed at improving mediation services and maintaining high standards of practice.
Managing Director
Lamosat(Pty)Ltd
07.2012 - 11.2016
- Lamosat is the company registered in 2012.
- As the founder managing director my responsibilities included: - formulating and successfully implementing company policy; directing strategy towards the profitable growth and operation of the company; developing strategic operating plans that reflect the longer-term objectives and establishing priorities putting in place adequate operational planning and financial control systems;
- Delivered consistent revenue growth by identifying new business opportunities and expanding service offerings.
- Cultivated a strong organizational culture built on integrity accountability teamwork which resulted in higher retention rates among staff.
- Increased overall company performance by implementing strategic management initiatives and streamlining operations.
- Led cross-functional teams to achieve company-wide growth objectives, fostering collaboration and innovation.
- Drove bottom-line results through rigorous financial analysis, cost containment measures, and efficient capital deployment strategies.
Scheme Operational Manager
Momentum Health
10.2008 - 06.2012
- Achieved changing Ingwe Medical Scheme financial reserves from 7,5% to 27%, above the required 25% scheme reserves as stipulated by Council for Medical Schemes Act 131 of 1998.
- Led cross-functional teams with more than 50 employees in the successful implementation of new systems and procedures.
- The cross functional teams comprised of unit mangers dedicated to Ingwe Medical Scheme - Fund Manager, Call Centre Manager, Scheme Accountant, Scheme Actuary, Disease Manager and Marketing Manager.
- Managed budgets for multiple projects, ensuring timely delivery and cost control.
- Developed strong relationships with vendors, resulting in better pricing negotiations and improved service levels.
- Played a pivotal role in enhancing overall operational excellence by identifying inefficiencies within existing systems/processes and implementing targeted interventions.
- Conducted regular risk assessments to proactively identify potential issues affecting operations or financial stability.
- Implemented innovative solutions to address operational challenges, leading to increased efficiency and reduced costs.
- Ensured compliance with Medical Schemes Act and other relevant industry regulations by developing scheme rules, comprehensive policies and procedures manuals.
- Partnered with vendors and suppliers to effectively manage and budget.
- Collaborated with executive leadership to develop strategic plans aimed at achieving long-term organizational growth and success and reporting to board of directors of the Ingwe Medical Scheme.
Operational Risk Manager
Momentum Health
Durban
01.2005 - 09.2008
- Analyzed data from various sources to identify patterns and trends in operational risks, developing targeted mitigation plans accordingly.
- Evaluated third-party vendors'' operations, assessing potential risks associated with outsourcing activities.
- Ensured compliance with regulatory requirements, liaising with external auditors and regulators as needed.
- Fostered productive relationships with stakeholders at all levels of the organization, encouraging open dialogue and collaboration on risk management matters.
- Supported senior leadership in decision-making processes by providing insightful analyses of operational risks and their potential impacts on business performance.
- Improved overall risk posture with the development of robust risk mitigation strategies.
- Reduced probability of risk occurrences by conducting thorough risk assessments and audits for the schemes under the administration of Momentum Heath.
- Maintained up-to-date knowledge of industry trends to proactively address emerging risks.
- Implemented advanced technology solutions such as data analytics tools for more accurate identification, assessment, and monitoring of operational risks.
- Spear headed the development the electronic in-house chronic disease management tool "Lighthouse"
- Contributed to continuous improvement initiatives, identifying opportunities for enhancing existing risk management frameworks and tools.
- Conducted regular training sessions for staff members on operational risk management principles and best practices.
Case Manager
Momentum Health(Sovereign Health)
01.2001 - 12.2004
- Managing quality and cost of medical care by liaising with members, healthcare providers (doctors’ auxiliary services, alternative services and hospitals) and hospital management team.
- Managing cost efficiencies by implementing the clinical guidelines and protocols through intervention where appropriate by:-
- Evaluating patients’ progress at predetermined intervals and communicating with the admitting practitioners.
• Supporting patients and their families in funding the most appropriate treatment available through educating and guiding them regarding health care and their benefits
• Investigating problems and high cost cases
• Liaising with Disease management companies e.g. SANCA, National Renal Care.
• Developing, implementation and communication of Practice / Clinical Guidelines and policies for cost effective care.
• Supporting the clinical consultants with clinical decisions.
• Writing reports to funds detailing patients’ progress, savings made and expected future outcomes.
Clinical Auditor
Natalmed (Amanzi Health)
07.1998 - 08.1998
- Auditing hospital claims to increase revenue generation for schemes through: -
• Assessing clinical appropriateness on hospital claims to ascertain alignment with hospital admission episodes/events.
• Proving advise to scheme administration on automated alerts to be utilised on hospital claim lines not aligned with admission episodes and or procedures performed on patients by health practitioners.
Forensic Investigator
Medscheme
08.1996 - 02.1998
- Conduct investigations, audits, evaluations in line with clinical appropriateness, and delivery of health care services.
- Conducting inspections relating to clinical notes, delivery of health services and claims for payment for health care services provided.
- Coordinating and facilitation of further investigations by law enforcement agencies for criminal and civil proceedings.
- Providing guidance, including advisory opinions, to medical schemes and special fraud alerts relating to fraudulent claims from health care practitioners.
- Conducting fraud awareness campaigns through providing presentations to employer groups belonging to the schemes under the administration of Medscheme.
Operational Risk Manager
Momentum Health
Durban
01.200 - 07.1996
- Utilized evidence-based practices to guide decision-making in patient care delivery.
- Enhanced patient satisfaction through compassionate and empathetic communication.
- Maintained strict adherence to regulatory guidelines while performing nursing duties, ensuring compliance with all applicable standards.
- Demonstrated strong clinical judgment when handling complex cases or responding to emergency situations.
- Conducted 100% uneventful deliveries through observing, adhering to the principles and guidelines of obstetric care.
Education
MBA - General Studies
University of Kwazulu Natal
Durban 04.2001 -
Diploma - Project Management
Varsity College
Durban 04.2001 -
Call Centre Diploma
Damelin
Durban12.2000
Occupational Health Nursing
University of Durban Technology
Durban12.1996
Bachelor of Arts - Nursing - B.Cur
University of Zululand
Empangeni 04.2001 -
Matric
Amanzimtoti College of Education
Durban12.1986
Skills
Analytical Skills
undefinedOther Significant Experience
July 2013 to date, Member of the South African Women Entrepreneurs’ Network (Sawen), May 2013 to date, Member of the National Small Business Chamber(NSBC), 2006 to 2011, Member of the Risk Equalisation Technical Advisory Panel (RETAP), 2005 to 2011, Member of Private Healthcare Information Standards Committee (PHISC), 2010 to 2011, Co-Chairperson of Private Healthcare Information Standards Committee (PHISC), 2005 to 2011, International Classification of Diseases (ICD10) National Task Team
Professional Confidential References
- Dr Ntombizodwa Ngobese, Managing Director, Former Colleague, ngobese@iafrica.com, 0824449268
- Dr Musa Gumede, Deputy City Manager: Health & Social Services, Former Colleague, gumedemu@durban.gov.za, 07186301350/031-311 3000
- Ms Nicky Hockey, Managing Director at Elysium Coaching, Professional Coach, nicky.hockey@mweb.co.za, 0829402330/033-342 6075
First Names
Glenrose Manono
Physical Address
33 Maurice Nichols, Hatton Estates, Pinetown, 3610
Telephone Contacts
071 420 8097, mobile
Educational Qualifications
University of KwaZulu-Natal, Masters in Business Administration, True, 2017, University of Zululand, Bachelor of Nursing - First Class, General Nursing, Psychiatry, Midwifery, Community Health Nursing, 1993, Varsity College(Durban), Diploma in Project Management, 2006, University of Durban Technology, Occupational Health Nursing, 1996, Damelin(Durban), Call Centre Diploma, 2000, Amanzimtoti College of Education, Matric, 1987, Sue-Eve Jones(England), Advanced International Statistical Classification of Diseases [AISCD 10](10th Revision), 2007, C-Business, Coaching to High Performance, 2005, Africode, AISCD 10, 2005, C-Business, Achievers Coaching, 2004, Dough Education and Training Consultants, Public Speaking - Toastmasters, 2004, American Association Health Insurance, Managed Care, 2001, Nosa, General Health and Safety Course, 1996, Academy of Emergency Medical Training, Basic Life Support, 1996, University of Durban Technology, Certificate in Audiometry, 1996
Personal Information
- Gender: Female
- Driving License: 08
Interests
Timeline
Mediator
HPCSA
12.2016 - Current
Managing Director
Lamosat(Pty)Ltd
07.2012 - 11.2016
Scheme Operational Manager
Momentum Health
10.2008 - 06.2012
Operational Risk Manager
Momentum Health
01.2005 - 09.2008
MBA - General Studies
University of Kwazulu Natal
04.2001 -
Diploma - Project Management
Varsity College
04.2001 -
Bachelor of Arts - Nursing - B.Cur
University of Zululand
04.2001 -
Case Manager
Momentum Health(Sovereign Health)
01.2001 - 12.2004
Clinical Auditor
Natalmed (Amanzi Health)
07.1998 - 08.1998
Forensic Investigator
Medscheme
08.1996 - 02.1998
Call Centre Diploma
Damelin
Occupational Health Nursing
University of Durban Technology
Matric
Amanzimtoti College of Education
Operational Risk Manager
Momentum Health
01.200 - 07.1996
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