Philani Hadebe

Managing people, change and daily operational efficiencies within the contact centre by:

• Building and growing a team through coaching, development, and encouragement to drive a high-performance culture
• Being the point person for patient inquiries regarding clinical studies and overseeing the team's ability to screen patients effectively.
• Addressed employee-related issues and effectively managed any payroll queries relating to the team.
• Interpret and report data promptly to drive continuous team performance improvements through quality insights, which support the overarching objective of delivering valuable patient experience.
• Working closely with IT and HR to ensure proficient support is provided to employees/teams.
• Maintaining productivity by ensuring team schedule adherence
• Accurate recording and reporting of team attendance and leave
• Working on add-on projects to improve both operations and the business.
• Ensuring a high customer/patient experience standard as part of the company quality management framework.
• Facilitating onboarding of new staff from the interview phase to the nesting stage and into the business-as-usual phase.
• Supporting and effectively delivering on change initiatives when required.

• A consulting position where the main responsibility is to contact English-speaking patients in the USA, Canada, UK and South Africa
• Duties involve but are not limited to: Contacting patients who have asked for more information in clinical trials
• Conducting a basic medical pre-screening for patients
• Discussing available trials with patients and performing a detailed screening to evaluate a patient's eligibility for a trial
• Transferring pre-qualified patients to clinics for further screening.

• Responsible for assembling, testing, disassembling, and storing lab equipment used in the undergraduate labs and maintaining other physical facilities within the lab
• Training undergraduate students, through grading of scripts and tutoring
• Providing technical assistance and resources to students, and inform them of the course curriculum
• Mentoring students by sharing experiences and advice.