Portia Lebogang Musi

DEL-UIF Dashboard System for client management

• Assessed client UIF claim status, determining application approval, rejection, or pending documentation.
• Clarified reasons for rejected claims, outlining required documents and client eligibility.
• Confirmed client bank account information on the UIF Dashboard System to facilitate payment transactions.
• Unlocking online portals and assisting with temporary passwords to clients who are using the online system to apply for claims and requesting payment on approved claims
• Managed

CRM-DEC System for client interactions

• Creating ticket on client's claim, payments, pending documents, complaints and personal details updates
• Verifying the client's personal details and the last previous company they worked under
• Escalating complaints to the Department of Employment and Labour Centre on rejected claims and payment delays
• Escalated documentation requests for rejected claims and payment delays to the Department of Employment and Labour Centre.
• Updating client's personal details (contact number, email address, name and surname, home address) prior to receiving an ID copy from the client as part of security checks and verification process
• Complying and escalating tickets to the UIF Specialist on client's complaints relating to system usage, error messages upon logins, error messages on claim application process, payment requests and system not recognizing the client's identification number
• Complying ticket creation and escalation of 70 Inbound Calls as a daily target required

Allegra System for client management

• To verify the caller (doctor, nurse, pharmacist, patient and pickup points workers) information
• Verifying the patient’s personal information such as ID number, contact number and the name of the public clinic or hospital they use
• Determined whether the patient's prescription had expired or required renewal based on the date indicated by the doctor.
• Identify the new renewed prescription received from the clinic that indicate the dates of when the patient has to collect their medication from the hospital, clinic, pharmacy or at the Pele box medical machine
• Identify the dates when the patient is due for their annual blood tests and follow ups with the hospital or the clinic
• To track the parcel, from the dispensary department, pharmacists department, despatch department to the pick up point, where the patient has to collect the medication
• Reported parcels to despatch department for prompt redelivery to correct pick up points.
• Tracked delivery issues and reported delays caused by stock shortages or incorrect deliveries.
• Reviewed rejected prescriptions to determine causes such as unclear handwriting or unauthorized signatures.
• Facilitated communication with healthcare professionals to verify medication information when files were unavailable.

CRM System- Frontier for client interactions

• Created and managed tickets for inbound calls regarding hospital, clinic, and pharmacy inquiries.
• Generated reminder messages for patients about medication collection dates at designated pickup points.
• Initiated outbound calls to remind patients of upcoming annual doctor appointments and reschedule missed visits.
• Escalated queries on incorrect medication dosages and listings to pharmacists for resolution.
• Sent reminders to patients who missed collection dates, notifying them of remaining days before return.
• Created and escalated tickets for uncollected medications at pickup points after 14 working days.
• Logged requests for broken medication bottles, ensuring timely escalation to the dispatch department.
• Tracked prescription queries between pickup points and dispatch to streamline parcel retrieval processes.

DHL System (Department of Health Logistic)

• Ensured accurate capture of existing and new patient prescriptions based on provincial hospital clinic dates and designated pickup points.
• Substituted unclear prescriptions with clearer versions to enhance readability.