Experience

The Fertility & Pregnancy Institute (FPI)

• Individual and Family Services
• 1 - 100 Employee

• Client Care and Community Sales Manager

  • Sep 2023 - Present

  Florida, United States ● Respond to the inquiries that are assign to me in the support inbox within 48 hours ● Update and maintain the Client Care Knowledge Base to ensure that we are logging the concerns that we are receiving and that we don’t ask the same questions. ● Respond to chats sent within our program management platform. ● When needed, reach out to our clients via phone or text. ● Identify areas for improvement in client care and community management processes and suggest strategies. ●… Show more ● Respond to the inquiries that are assign to me in the support inbox within 48 hours ● Update and maintain the Client Care Knowledge Base to ensure that we are logging the concerns that we are receiving and that we don’t ask the same questions. ● Respond to chats sent within our program management platform. ● When needed, reach out to our clients via phone or text. ● Identify areas for improvement in client care and community management processes and suggest strategies. ● Setting daily, weekly, monthly & quarterly sales targets ● Tracking sales goals and reporting results as necessary. ● Coordinating with marketing on lead generation ● Develop and execute community engagement and growth strategies that align with ● business objectives. ● Identify and recruit key community members (e.g. brand ambassadors, influencers) to help grow and promote the community. ● Monitor and moderate community discussions and content, ensuring that discussions stay on-topic and are respectful of all members, and respond to comments in Facebook groups and social media pages. ● Handle direct messages across various social media platforms, and utilize direct messages to sell and consult with clients. ● Develop and implement a crisis communication plan to address negative feedback and address issues that arise within the community. ● Conduct client consultations via Zoom to provide personalized guidance and support. ● Attend team meetings for discussion and collaboration. Priority Tasks: 1. Existing Leads: Nurturing 3. New Leads: Lead and facilitate the consultation calls. 2. Nurturing of Leads 3. Create a strategic plan to upsell. 4. Develop a strategy for B2B clients. 5. Mentoring coaches Show less



MedAssist USA

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Patient Care Manager

  • Nov 2022 - Jul 2023

  747 Chestnut Ridge Rd, Spring Valley, NY 10977 • Coordinating care for 45- 50 elderly patients who are returning home from nursing homes or rehabilitation facilities. • This job entails extensive communication with patients and their families over the phone and on video calls, therefore, being personable, compassionate, and understanding are important traits. • Assisting patients to understand how to manage their conditions at home by making lifestyle changes and getting professionals involved to assist. • Researching ways to… Show more • Coordinating care for 45- 50 elderly patients who are returning home from nursing homes or rehabilitation facilities. • This job entails extensive communication with patients and their families over the phone and on video calls, therefore, being personable, compassionate, and understanding are important traits. • Assisting patients to understand how to manage their conditions at home by making lifestyle changes and getting professionals involved to assist. • Researching ways to manage different conditions and facilitating this to the patient: Dementia- Alzheimer, HIV/AIDS, Multiple Sclerosis, Diabetic Management, Heart Disease, Hypertension, Hyperlipidaemia, Neurological conditions, Anxiety, Depression, Foot care for Diabetics, UTI in the elderly, Skin cancer screening and way to do a skin cancer exam. • Working closely with doctors to arrange services and medical equipment and home modifications to enhance the quality of life of the patient: Services arranged, and professions worked with PCP, Podiatrist, Neurologist, Physical Therapist, Occupational Therapist, Home Health Aide, Skilled Nurse, Radiologist, Surgeon, Orthopaedist, Dermatologist, Oncologist, Urologist. • Arranging Medical equipment as per the patient’s specifications such as travel; electrical - Wheelchairs, Walkers, canes, rollators, Bed triangles, Hoyer lifts, Stairlift, ramp, grab bars, toilet commode, bath/shower chairs and transfer chairs, leg elevating recliners, Feeding equipment, equipment for opening cans, etc • Arranging incontinence supplies such as adult diapers, male guards, pull-ups, chucks, wipes, gloves, etc. • General Responsibilities (including, but not limited to): • Researching and arranging transportation in different US counties for the patient to go to medical appointments and do run their errands. • Setting up Mental Health appointments with patients, • Setting up Zoom check-in meetings with our patients Show less



Better2Know

• United Kingdom
• Wellness and Fitness Services
• 1 - 100 Employee

• Deputy Patient Services Manager- Evening and Night Shift-UK, SA and Spain

  • Mar 2021 - Nov 2022

  Lonsdale Cumbria, LA6 2GT United Kingdom • Confidential STI testing Services - Better2Know • In charge of the evening and night shift operations of the company • Managing departments: Head office correspondence, Complaints Department, Outgoing and incoming correspondence, Laboratory results reporting STI, Chronic Management, Covid PCR, COVID Antigen testing, medical certificate and QR creation, • Trust Pilot complaints resolution • Managing payments to doctors- Making payments, creating invoices, capturing receipts and… Show more • Confidential STI testing Services - Better2Know • In charge of the evening and night shift operations of the company • Managing departments: Head office correspondence, Complaints Department, Outgoing and incoming correspondence, Laboratory results reporting STI, Chronic Management, Covid PCR, COVID Antigen testing, medical certificate and QR creation, • Trust Pilot complaints resolution • Managing payments to doctors- Making payments, creating invoices, capturing receipts and documenting • Training staff on the Covid infection and our Antibody testing, PCR testing and Lateral flow testing • Training on digital and manual medical certificates and QR code creation • Directing team members to reach operational goals. • Reporting notifiable diseases to the Australian Department of Health. • Explaining blood, swab and urine testing procedures and requirements to our patients • Training staff to understand laboratory results and training them on reporting and counselling of patient results of Lancet (South Africa, Kenya and Nigeria), TDL, Nuffield pathology, Spire pathology(Cyberlab) ,SourceBioscience, Virtus laboratory - (UK labs), Lalpath Lab ( India), Alborg Diagnostic ( Middle East), Medlab ( Ireland), Synlab ( Spain and Portugal), Eurofins ( Netherlands), Australia ( Sonic Healthcare). • Checking lab ISO accreditation • Arranging medical aid invoices with ICD 10 coding for our South African patients in order to obtain authorization for testing done. • Allergy testing, Andrology, Antibiotic Essays, Cervical Screening, Cytology ( Non- Gynaecological), Drug allergy testing, Endocrinology, Genetics, Haematology, Histopathology, Immunology, Occupational Health, Reproductive Health, Medical Microbiology, Virology, Sexual Health, Vitamins, nutrition and lifestyle

• Patient Services Executive -STI Testing Services

  • May 2018 - Nov 2022

  Account Managing- Managing the operation of our Australian account ( Sonic Healthcare- New partner) Also work with patient and medical partners in South Africa, Kenya, UK, Ireland, Spain, Portugal, India, Middle East and Asia Educating patients on STI’s, symptoms and testing. • Counselling patients. • Reporting patients results. • Assisting patients from around the world on our live chat. • Answering the booking team phone line. • Setting patient appointments with… Show more Account Managing- Managing the operation of our Australian account ( Sonic Healthcare- New partner) Also work with patient and medical partners in South Africa, Kenya, UK, Ireland, Spain, Portugal, India, Middle East and Asia Educating patients on STI’s, symptoms and testing. • Counselling patients. • Reporting patients results. • Assisting patients from around the world on our live chat. • Answering the booking team phone line. • Setting patient appointments with our partner labs and clinics throughout the globe. • Processing payments in different currencies. • Handling night time technical issues. • Responding to patients and clinics via email/telephone or live chat.



Capita

• Canada
• Financial Services
• 1 - 100 Employee

• Electronic Customer Service Agent- O2 UK mobile campaign

  • May 2017 - Feb 2018

  Cape Town, Western Cape, South Africa • Customer Services • Trouble-shooting technical issues • Tracing phones • Crediting customers’ accounts and stock. • Creating and sending of statements • Advising of Network Masses • Network Port-ins, Port-outs • Migrating mobile numbers • Barring and unbarring phones



United Pharmaceutical Distributors

• South Africa
• Investment Banking
• 300 - 400 Employee

• Patient Care Consultant-Pharmaceutical

  • May 2014 - Jan 2017

  Roodepoort, Gauteng, South Africa • Fulfilling patient orders for medication and medical appliances • Dealing with shipping requests and complaints. • Crediting parcels. • Disease management. • DUR substitution • Obtaining authorization from the medical aid and explaining to the patient the medical aid contribution, shortfalls, and self-payment gaps. Additional Tasks outside of patient care in the pharmacy- • Inventory control • Data capturing of new stock. • Discarding expired… Show more • Fulfilling patient orders for medication and medical appliances • Dealing with shipping requests and complaints. • Crediting parcels. • Disease management. • DUR substitution • Obtaining authorization from the medical aid and explaining to the patient the medical aid contribution, shortfalls, and self-payment gaps. Additional Tasks outside of patient care in the pharmacy- • Inventory control • Data capturing of new stock. • Discarding expired stock • Maintain Inventory levels. • Following up on discrepancies in stock Show less



Universal Healthcare

• South Africa
• Wellness and Fitness Services
• 200 - 300 Employee

• Afrikaans Claims Agent-Clearing House(Medical Aid claims)

  • May 2013 - May 2014

  Sunninghill- Johannesburg • Universal Healthcare-Medical aid clearing house- Project worked on GEMS- Government Employees Medical Scheme • Handling Afrikaans incoming correspondence via email and over the phone • Processing claims and medical aid rejections • Educating on authorizations and rejections. • Capturing patient details • Bi-Annual Member Counselling



Clicks Direct Medicines

• Warehousing and Storage
• 1 - 100 Employee

• Patient Care Consultant- Pharmaceutical Call centre

  • Feb 2012 - Oct 2013

  Roodepoort - Gauteng Following up on incorrect dispensing, short supplies, non- deliveries and incorrect loading of prescriptions. ● Arranging earlier deliveries and extra supplies of medication. ● Pre-empting members/ patients on prescriptions which are expired. . ● Arranging collections and credits due to incorrect dispensing or doctor changing prescriptions. ● Liaising with the dispensary regarding short supplies of medication, out of stock items, ordering of high value… Show more Following up on incorrect dispensing, short supplies, non- deliveries and incorrect loading of prescriptions. ● Arranging earlier deliveries and extra supplies of medication. ● Pre-empting members/ patients on prescriptions which are expired. . ● Arranging collections and credits due to incorrect dispensing or doctor changing prescriptions. ● Liaising with the dispensary regarding short supplies of medication, out of stock items, ordering of high value items, medication that has not been dispatched on time. ● Disease management. ● Providing proof of deliveries. ● Pulling the daily claims report for all departments and providing the Pivot for each department. ● Claiming medication ● Training consultants on the SOP. Show less



Active School Initiative- German NPO

• School Coordinator and Programme Facilitator

  • Jun 2011 - Dec 2011

  Western Cape, South Africa Overseeing Play and Learn Programme at: Summit Primary School- Hanover Park Sunnyside Primary School- Athlone WD Hendriks Primary School- Kensington ● Programme design and implementation ●Arranging Facilitator schedules ● Reporting on the facilitator progress at our partner schools. ● Liaising with principals and teachers with regards to the Play and Learn Programme. ● Facilitating gr: R - gr: 8, play and learn sessions ● Facilitating child trainers/ child to… Show more Overseeing Play and Learn Programme at: Summit Primary School- Hanover Park Sunnyside Primary School- Athlone WD Hendriks Primary School- Kensington ● Programme design and implementation ●Arranging Facilitator schedules ● Reporting on the facilitator progress at our partner schools. ● Liaising with principals and teachers with regards to the Play and Learn Programme. ● Facilitating gr: R - gr: 8, play and learn sessions ● Facilitating child trainers/ child to child approach. ● Designing life skills- and play and learn sessions. ● Planning teacher workshops. ● Researching potential donors, inviting them to our AGM and speaking about the work we do. ● Arranging school outings. ● Designing and Implementing training for our National Training Week and training staff of HIV/AIDS workshop Show less



NGO

• Netherlands
• Civic and Social Organizations
• 700 & Above Employee

• Non Profit Organizations

  • Jan 2004 - Jan 2011

  Western Cape, South Africa Non Profit Organizations where I worked, for during school and after school till permanent employment Place of Hope: Switchboard Operator, Secretary, Office administrator- 2007 YMCA: Peer Educator- 2004 Thahila Community Centre: Area Manager- 2010 CASE: Camp Coordinator- 2010 Children of Tomorrow: Camp Coordinator- 2011 Life Choices: High School Life Skills Facilitator- 2007 Active Schools Initiative: Schools Coordinator and Play and Learn Facilitator- 2011 Cape… Show more Non Profit Organizations where I worked, for during school and after school till permanent employment Place of Hope: Switchboard Operator, Secretary, Office administrator- 2007 YMCA: Peer Educator- 2004 Thahila Community Centre: Area Manager- 2010 CASE: Camp Coordinator- 2010 Children of Tomorrow: Camp Coordinator- 2011 Life Choices: High School Life Skills Facilitator- 2007 Active Schools Initiative: Schools Coordinator and Play and Learn Facilitator- 2011 Cape Media Society (NGO)- Vice President- 1999- 2006 Show less