MAPULE JOSEPHINE Mathibe
Prospective Reviewer Call Centre Agent
Soshanguve,GP
Summary
Highly adaptable and customer-oriented individual with exceptional communication and data capturing skills. Skilled multilingual call center agent in a managed healthcare environment for 11 years, also an experienced medical receptionist and secretary. Eager to learn new things and expand knowledge base with the aim of improving self-performance and efficiency.
Overview
5
5
Languages
16
16
years of professional experience
Work History
Prospective Reviewer Call Centre Agent
HBM(Hospital Benefit Management)
02.2016 - 11.2025
- Capture and process pre-authorization data for hospital authorization requests in line with coding principles, scheme rules, benefits, and managed healthcare protocols.
- Manage large volumes of inbound calls in a timely manner.
- Escalated inconclusive clinical cases to senior staff for further analysis.
- Effective first call resolution of customer complaints and inquiries; keeping customer satisfaction at the center of every decision and conduct.
- January 2016 to November 2025: Position: Prospective Reviewer Call Centre Agent: Pre-authorization at Medscheme, 37 Conrad Road, Florida North, Roodepoort, 2709.
Call Center Agent
Metropolitan Health
11.2012 - 01.2016
- Provide product and service information to customers.
- Manage and resolve customer complaints.
- Identify customers' needs, clarify information and provide solutions and alternatives.
- Answer courteously inbound calls and respond to customer inquiries.
- Developed strong relationships with customers to enhance their experience. and engage customers by taking an extra mile.
- November 2012 to January 2016: Duties and area of expertise
Receptionist at a Medical Practice
Dr Tambwes Practice
10.2009 - 11.2012
- Managed incoming phone calls to assist patients and address inquiries.
- Completing clerical tasks.
- Confirmation of medical aids, collecting patient information & scheduling appointments.
- Running office errands.
- Filling & opening new patient files.
- October 2009 to November 2012: Duties and area of expertise
Education
No Degree - Business Administration And Management
IQ Academy
ONLINE 04.2001 -
Skills
Utilization management
Call center operations
Microsoft Office proficiency
Attention to detail
Multitasking
Email communication
Active listening
Proofreading
Timeline
Prospective Reviewer Call Centre Agent
HBM(Hospital Benefit Management)
02.2016 - 11.2025
Call Center Agent
Metropolitan Health
11.2012 - 01.2016
Receptionist at a Medical Practice
Dr Tambwes Practice
10.2009 - 11.2012
No Degree - Business Administration And Management
IQ Academy
04.2001 -