Thabane Sthembiso Mhlongo

• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for members and services providers.
• Managed client relationships through regular check-ins and updates on medical progress.
• Loading in-hospital authorization for members and confirm benefits.
• Liaising with service providers and members through telephone to better understand member needs and recommend appropriate solutions.
• Confirming dental benefits, processing claims and loading auths.
• Confirming metal wellness program benefits.
• Calling members identified by the system to introduce back and neck program.

• Registering members on the maternity programme
• Experienced in Chronic Disease Management and oncology related queries
• Indexing the incoming documents to the correct route
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
• Answered multi-line phone system, routing calls

2IC - Second in command:

• Identify system issues and escalating to the relevant department
• Ensuring adherence internal & external Service levels and turnaround times.
• Identify learning gaps.
• Ensuring that staff members are kept abreast of all changes within the Business or amendments to SLAs.
• Leave management and analysis of the Power BI dashboards from HC to make strategic and operational decision.
• Enhanced office environment, organizing spaces for better workflow and employee comfort.

• Typing and taking of minutes during meetings, document scanning, photocopying, laminating, e-mailing & browsing, booking of flights and accommodations and process of payments, ordering of stationary, consolidation and compiling of report, data capturing
• Ordering office equipment, welcoming the visitors, maintaining boardroom, receiving calls/maintaining switchboard, maintaining of CEO calendar, processing the letters to members
• Post emailing, working as call centre agent (doing outbound and inbounds calls to and from the members) and processing of invoices
• Call Centre- Ad hoc Phone call- welcoming members on the programme, assisting the members on non clinical queries and member counseling (HIV Counseling and Testing and Adherence Counseling)
• Company newsletter editor
• Empowerment committee member
• Fun at work committee member
• Health and Safety Occupational Health committee member
• Training newly equipped Administrative Assistants on HIV/AIDS management and the organization system

• Typing of letter/documents
• Scanning, Photocopying and E-mailing & Browsing, booking of flights, accommodations, and process of payments, ordering of stationary, office equipment, welcoming the visitors, monitoring boardroom, receiving calls, monitoring of Project Manager’s calendar
• Office skills facilitator- groomed to facilitate on the basic knowledge and understanding of HIV/AIDS in a workplace and its effects on a business sub-sector, own organization, and specific workplace