Hi, I’m
Nola Makhubela
Bonitas Medical Aid Team Leader
Johannesburg
Summary
Results-driven Onboarding Team Leader experienced in staff training and process improvements. Enhanced member satisfaction and ensured compliance with organizational standards through effective coaching and performance optimization. Committed to driving team success by implementing strategies that improve operational efficiency.
Overview
6
Languages
12
years of professional experience
Work History
Bonitas Medical Aid
Onboarding Team Leader
09.2024 - Current
Job overview
- Led team in delivering efficient service and support to members, enhancing overall member satisfaction.
- Implemented process improvements that streamlined workflow and reduced response times for member inquiries.
- Developed training materials and provided guidance to new team members, fostering a collaborative environment.
- Monitored team performance metrics, ensuring alignment with organizational goals and standards of excellence.
- Coordinated daily operations to ensure compliance with organizational policies and procedures.
- Analyzed member feedback to identify trends, informing strategic decisions for service enhancements.
- Facilitated regular team meetings to discuss challenges, share best practices, and celebrate achievements.
- Cultivated relationships with internal stakeholders to improve communication and collaboration across departments.
- Product , process, system and policy training
Afrocentric Distribution Services
Broker Support Agent
08.2019 - 08.2024
Job overview
- Customer Retention & Member Engagement
- Medical Scheme Administration
- Escalations & Complex Query Resolution
- Claims Processing & Reconciliations
- Policy & Membership Management
- Regulatory Compliance (TCF, FAIS, POPIA)
- Payment Arrangements & Arrears Management
- Call Centre Operations
- Stakeholder & Broker Support
- Quality Assurance & SLA Adherence
- Problem Solving & Conflict Resolution
- Administrative Coordination
- Resolved escalated queries from senior management, enhancing client satisfaction and issue resolution efficiency
- Processed membership changes and administrative updates, ensuring accurate records and compliance with regulatory standards
- Handled hospital authorisations and pay point transfers
- Handled hospital authorisations and pay point transfers, facilitating timely patient care and financial transactions
- Distributed team workloads during Team Leader absences
Medscheme
Call Centre and Back Office Support
07.2016 - 07.2019
Job overview
- Handled high‑volume inbound/outbound calls, ensuring customer satisfaction and resolution of inquiries
- Processed registrations, updates, option changes, and banking amendments to maintain accurate customer records
- Managed claims capturing, reversals, and reprocessing to ensure timely resolution of client issues
- Handled hospital authorisation requests
- Maintained compliance with TCF and internal standards
- Processing refunds request
- Updating credit and customer banking details approval
- Credit management monthly reviews
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Tenda Health
Brokerage Adminstrator
06.2014 - 07.2016
Job overview
- Managed client onboarding processes, ensuring compliance with regulatory standards and internal policies.
- Facilitated communication between clients and brokers, addressing inquiries and resolving issues promptly.
- Maintained accurate records in CRM systems, supporting data integrity for reporting.
- Assisted in preparing brokerage agreements, improving document accuracy and reducing turnaround times.
- Coordinated training sessions for new staff, improving team efficiency and knowledge retention.
- Coordinated training sessions for new staff, improving team efficiency and knowledge retention.
- Captured and recorded compliance documents to ensure regulatory adherence.
Education
Inseta Centurion, South Africa
Wealth Management NQF Level 4 from Wealth Management
04.2001
Rand Park High SchoolRand Park Ridge
Matric from Matric
04.2001
Skills
Onboarding program development
Team performance management
Employee development
Coaching and mentoring
Workflow improvement
Work planning
Problem-solving
Attention to detail
Teamwork and collaboration
Timeline
Onboarding Team Leader
Bonitas Medical Aid
09.2024 - Current
Broker Support Agent
Afrocentric Distribution Services
08.2019 - 08.2024
Call Centre and Back Office Support
Medscheme
07.2016 - 07.2019
Brokerage Adminstrator
Tenda Health
06.2014 - 07.2016
Inseta
Wealth Management NQF Level 4 from Wealth Management
04.2001
Rand Park High School
Matric from Matric
04.2001
Refrences
References
Tenda health - Christine edwards - 083 572 2466
Medcheme - Joyce Phiri - 072 561 7124
Afrocentric Distibution Services - Liana Groenwald - 082 994 3660
Bonitas Medical Aid - Peace Mbhazima - 0737251073