Experience

• 

  Grapevine promotions, south africa

  Jan 2005 - Jan 2007

  Promotor & regional manager
• 

  Build it (sa)

  Jan 2005 - Jan 2005

  Driver
• 

  Walmer bowls club, south africa

  Jan 2006 - Jan 2006

  Barman
• 

  Pest-a-gon

  Jan 2008 - Jan 2008

  Sales representative
• 

  Marks and spencer

  Jan 2009 - Jan 2010

  Consultant
• 

  Good fellas personal services

  Jan 2010 - Jan 2011

  • Team Leader

    Jan 2011 - Jan 2011

  • Driver Coordinator

    Jan 2010 - Jan 2011

  • Call Center Agent

    Jan 2010 - Jan 2010
• 

  Discovery limited

  Jan 2012 - Feb 2025

  Manages inbound calls from brokers, members, and healthcare providers, handling approximately 50 pre-authorisation cases daily, with 80% successfully resolved and the remaining 20% focused on managing client expectations for declined funding.Assesses and processes funding approvals for procedures covered under risk benefits, providing clear and accurate advice to stakeholders.Cultivates strong relationships with doctors’ practices through proactive outbound calls to gather additional information, resolve PMB queries, and analyse medical motivations and reports for funding decisions. Show less Delivered pre-authorisation training for new induction team hires via MS Teams, ensuring successful completion of 6-week sessions for groups of approximately 15 participants. Assisted with regional upskilling initiatives, including training on changes to benefits and new product rollouts. Conducted national year-end training for groups of 15+ participants per session, maintaining engagement and achieving 100% training completion rates. Ensured all training sessions adhered to provided schedules, with materials prepared and up to date for seamless delivery during induction programs. Collaborated with regional staff, functional teams, and department heads to align training goals with organisational objectives. Participated in Learning & Development meetings, contributing ideas, identifying training gaps, and providing recommendations to improve training processes, feedback provision, and outcomes. Show less Managed a team of 15 CCC specialists, monitored weekly performance metrics, and swiftly addressed challenges to maintain high team productivity and efficiency. Coached team members, ensured process documentation remained current, participated in appeals meetings, and collaborated closely with senior management to align on objectives. Resolved complex financial queries, including membership suspensions and escalated concerns, while providing leadership support to ensure timely and accurate solutions. Conducted thorough reviews of calls and escalations ahead of appeals meetings and prepared cases to prevent delays. Ruled on appeals, ensuring alignment with SOPs for accurate and fair decision-making. Developed and maintained strong relationships across departments, fostering collaboration and supporting business growth initiatives. Show less Managed and resolved Keycare PMB-related queries, ensuring accurate case handling for enhanced service delivery.Supported the Clinical CRMs team by providing timely assistance in resolving ESM-related queries, ensuring a seamless workflow.Managed and protected members' sensitive information, maintaining confidentiality and compliance when addressing CHO-related queries.Coordinated and communicated effectively with doctor's rooms daily, ensuring smooth patient information exchange and timely resolution of queries.Actively contributed to training, sharing expertise and insights on company benefits, conditions, and treatments, fostering critical thinking and urgency in resolving cases. Show less

  • Clinical Preauthorisation Service Consultant

    Nov 2014 - Feb 2025

  • Seconded Clinical Training Specialist

    Jul 2020 - Jun 2021

  • Seconded Specialist Team Leader Coach

    Jun 2019 - Sept 2019

  • Chronic, HIV & Oncology (CHO) Service Consultant

    Jun 2012 - Oct 2014

  • Customer Service Consultant

    Jan 2012 - Jun 2012
• 

  Casa canico properties, south africa

  Jan 2022 - now

  Owner

  Sources new tenants and partners with educational institutions to provide tailored housing solutions, maintaining strong, long-term relationships.Facilitates room rentals for students attending local trade and flight schools, ensuring a comfortable and supportive living environment.Manages property rentals and oversees regular maintenance to keep premises well-kept and fully operational.