Thulisa Ndlazi
Summary
Organised office team member trained in word processing, records management and call handling. Helps staff manage continuous workloads at busy times using good organisational and multitasking abilities. Reliable in assisting with daily needs and special projects.
Overview
2019
2019
years of professional experience
1
1
Language
Work History
Clinical Customer Service Agent
Discovery Health
8 2018 - 6 2021
- Built rapport with customers through courteous and professional communications.
- Input customer information, call notes and personal data onto internal database.
- Assisted members with general medical aid queries, Prescribed Minimum Benefit (PMB queries and Chronic diseases.
- Checked if medical claims statement had all required information for claims to be processed
- Focusing on first call resolutions for our clients.
- Outbound calls when required.
- Handle incoming telephonic and email queries from providers and third parties
- Educating and supporting the external healthcare providers in the business systems.
- Administering the contracting of service providers on system
- Maintaining and updating of medical practice information
Correspondence Admin
Momentum Metropolitan Health
11.2022 - 8 2023
- Correspondence Administration (Health)
- Assisted members with medical aid queries (GEMS)
- Maintained records of external correspondence.
- Maintaining and updating of medical practice information
- Scanned new documentation into system and classified data using standard codes.
- Opened medical claim statements from providers as well as members to assist with claim processing.
- Responded to incoming requests for information or forwarded to appropriate department.
- Maintaining and updating of medical practice information
- Investigate and resolve claim queries
- Capturing and loading of provider and/or clinical data
Customer Service Advisor
Capita
06.2017 - 08.2018
- Key Responsibilities
- Providing effective and efficient service to clients through email
- Scanning of papers and prep documents to be posted to clients
- Call handling
- Archiving documents
- Taking calls to resolve client queries
- Assisting Medical Practitioners, brokers, broker assistance and clients on PMB and chronic claims through written and verbal communication
- Consult with clinical practioners where neccesary for billing codes
- Capturing, updating and storing data.
- Oversaw customer (UK) account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.
Education
Certificate of Higher Education - Agriculture
Boland College
12-2014
Matric -
Dondashe SSS
Skills
Communication
Problem solving
Customer care service
Multilingual (English, Isixhosa, Sotho, Tswana, Zulu)
Driver's License C1
Computer Skills (Ms word,Excel,PowerPoint, Access)
Able to work independently
Teamwork skills
Calm under pressure
Timeline
Correspondence Admin
Momentum Metropolitan Health
11.2022 - 8 2023
Customer Service Advisor
Capita
06.2017 - 08.2018
Clinical Customer Service Agent
Discovery Health
8 2018 - 6 2021
Certificate of Higher Education - Agriculture
Boland College
Matric -
Dondashe SSS