Manager Management
Resume:
Leslie Calwyn Ivan Tarr
Johannesburg, Gauteng
Mobile: 076*******
Home: (011-***-****
E-mail: ac1tvd@r.postjobfree.com
Personal Details
Home Language : English
Drivers Licence: Code 08
Car: Yes
Employment History
Senior Manager – Administration, Billing and Retention, Sizwe Medical Aid, Gauteng 01/01/2013 -current
Job Description
Ensuring all monthly premiums are collected as per agreed time lines
Ensure all membership received is actioned on time and within the agreed time quality measures
Relationship building with brokers and employers and other departments, especially finance and IT and systems
Collating, monitoring and submitting performance stats to COO
Implementing, maintaining and updating of policies and procedures within the billing and admin teams
Ensure departments achieve quality targets as per agreed targets Membership
Ensure performance management is implemented as per company policy
Ensure that recognition is given for excellent performance
Take required corrective action for poor performance
Prepare and monitor the weekly planning process for staff and provide reports
Do skills audit
Prepare training needs analysis
Schedule training with relevant training provider
Facilitate the delivery of training as per schedule
Ensure compliance with agreed upon development plans for individuals
Ensure that succession plan is in place
Have regular meetings with staff
Share relevant company information with staff
Ensure that staff are given the required training/coaching to deal with changes
Manage capturing of membership documents within 24 hours
Manage effective mailroom processes
Management of accurate updates of membership database
Effective management of membership cards processes
Manage helpdesk queries to ensure effective and timeous resolution
Communicate helpdesk resolutions to membership queries, to relevant departments
Communicate all membership changes to the relevant departments
Recommend P&P update changes to the committee
Manage accurate capturing of provider banking details
Provide weekly and monthly membership and mailroom report to COO
Monthly updating of Membership stats on share tray
Provide membership reconciliation of members
Consolidate and provide monthly, quarterly report
Prepare annual budget
Effective management of budget
Report variances to COO
Ensure accurate capturing of corporate membership within 2 days
Assist in corporate membership education and training
Update broker database
Frequent client visits to educate pay points on membership processes and underwriting
Work closely with CRM, brokers, CLO and Sales & Marketing to enhance client relationship
Implement service delivery according to relevant service plan
Manage the adherence to SLA
Monitor compliance with plan
Effective communication with internal clients
Manage staff compliment
Staff Management:
o 10 Administrators
o 1 Manager
o 2 Team Leaders
o 2 Quality Assurance
o 4 Mail room Staff
Billing
Billing system management:
o Ensuring that Sizwe billing is still meeting the company requirement and is allowing us to achieve the client’s needs
o Attending system planning meetings quarterly to ensure projects are prioritized and track all outstanding projects
o Updating specifications for new systems enhancements or amendments o Ensuring testing of new system is done to ensure requirements are met o Implementing new systems changes
Billing Arrears Management – corporate accounts
o Ensure that all premiums are collected as per the scheme rules o Ensure al premiums are reconciled monthly
o Manage the scheme bank account to ensure all deposits are allocated within 1 days of receipt.
o Manage book of R171 million and ensure arrears don’t exceed 0.50% at employer level
Billing Arrears Management – Direct Paying members o Ensure that all premiums are collected as per the scheme rules o Ensure all members are contacted regarding returned debit orders o Ensure al premiums are reconciled monthly
o Manage a book of R20 million and ensure arrears don’t exceed 0.50% at member level
Staff Management:
o 1 Billing Manager
o 20 Billing Specialists
o 4 Credit Controllers
o 2 Quality Assurance
o 3Team Leaders
o Ensure staff meet their KPA’s
o Coaching and developing staff
o Relationship building
o Maintaining broker and client satisfaction levels
Billing arrears management – Persal accounts
o All government employees contributions are collected via Persal o Ensuring that communication between the fund and government is established
Utilising electronic data transfer (EDT) to facilitate communication Retention
o Ensure retention objectives are met
o Ensure retention budget is managed and implemented as approved o Ensure stake holder meetings are scheduled and prioritized to ensure continued partnership
o Ensure manager does and follow through with performance management o Engage with stakeholders to ensure products are robust to enable retention of members
o Provide weekly and monthly reports to COO and in turn the BOT o Ensure that companies values are lived by recruiting the best people
Staff Management:
o 2Team Leaders
o 14 Staff Members
Billing Manager, Sizwe Medical Aid 01/05/2012 – 31/12/2013 Job Description
Ensuring all monthly premiums are collected as per agreed time lines
Relationship building with brokers and employers and other departments, especially finance and IT and systems
Collating, monitoring and submitting performance stats to GM
Implementing, maintaining and updating of policies and procedures within the billing team
Achieving quality targets as per agreed targets
Billing system management:
o Ensuring that Sizwe billing is still meeting the company requirement and is allowing us to achieve the client’s needs
o Attending system planning meetings quarterly to ensure projects are prioritized and track all outstanding projects
o Updating specifications for new systems enhancements or amendments o Ensuring testing of new system is done to ensure requirements are met o Implementing new systems changes
Billing Arrears Management – corporate accounts
o Ensure that all premiums are collected as per the scheme rules o Ensure al premiums are reconciled monthly
o Manage the scheme bank account to ensure all deposits are allocated within 1 days of receipt.
o Manage book of R171 million and ensure arrears don’t exceed 0.50% at employer level
Billing Arrears Management – Direct Paying members o Ensure that all premiums are collected as per the scheme rules o Ensure all members are contacted regarding returned debit orders o Ensure al premiums are reconciled monthly
o Manage a book of R20 million and ensure arrears don’t exceed 0.50% at member level
Staff Management:
o 20 Billing Specialists
o 4 Credit Controllers
o 2 Quality Assurance
o 4 Team Leaders
o Ensure staff meet their KPA’s
o Coaching and developing staff
o Relationship building
o Maintaining broker and client satisfaction levels
Billing arrears management – Persal accounts
o All government employees contributions are collected via Persal o Ensuring that communication between the fund and government is established
o Utilizing electronic data transfer (EDT) to facilitate communication Billing Manager, Pru Health 01/01/2011 –30/04/2012 Job Description
Ensuring all monthly premiums are calculated as per the bespoke contracts per client
Ensure
Relationship building with brokers and employers and other departments, especially finance and IT and systems to ensure all bespoke contracts are managed accordingly
Liase with UK team for resolution of queries from clients
Collating, monitoring and submitting performance stats to GM
Implementing, maintaining and updating of policies and procedures within the billing team
Achieving quality targets as per agreed targets
Billing Arrears Management – corporate accounts
o Ensure that all premiums are collected as per the individual bespoke contracts
o Ensure al premiums are reconciled monthly and all discrepancies followed up an corrected
o Manage the scheme bank account to ensure all deposits are allocated within 1 days of receipt.
o Manage book of £200 million and ensure arrears don’t exceed 0.15% at corporation level
Billing system management:
o Ensuring that Pru Health billing is still meeting the company requirement and is allowing us to achieve the client’s needs
o Ensure all new contracts are implemented on the system. o Attending system planning meetings quarterly to ensure projects are prioritized and track all outstanding projects
o Updating specifications for new contracts and amendments o Ensuring testing of new system is done to ensure requirements are met o Implementing new systems changes
Billing Manager, Discovery Health (Pty) Ltd, Gauteng 01/01/2000 – 31/12/2010 Job Description
Ensuring all monthly premiums are collected as per agreed time lines
Relationship building with brokers and employers and other departments, especially finance and IT and systems
Collating, monitoring and submitting performance stats to GM
Implementing, maintaining and updating of policies and procedures within the billing team
Achieving quality targets as per agreed targets
Billing system management:
o Ensuring that Discovery billing is still meeting the company requirement and is allowing us to achieve the client’s needs
o Attending system planning meetings quarterly to ensure projects are prioritized and track all outstanding projects
o Updating specifications for new systems enhancements or amendments o Ensuring testing of new system is done to ensure requirements are met o Implementing new systems changes
Billing Arrears Management – corporate accounts
o Ensure that all premiums are collected as per the scheme rules o Ensure al premiums are reconciled monthly
o Manage the scheme bank account to ensure all deposits are allocated within 1 days of receipt.
o Manage book of R900 million and ensure arrears don’t exceed 1.20% at member level
Billing Arrears Management – Debit Orders
o Ensure that all premiums are collected as per the scheme rules o Ensure all members are contacted regarding returned debit orders o Ensure al premiums are reconciled monthly
o Manage a book of R20 million and ensure arrears don’t exceed 1.50% at member level
o Dealing with escalated queries/problems and face to face trouble shooting
Billing Arrears Management – Member Debt
o Ensure all member debt are collected within 150 days o Ensure all debt greater than 150 days are listed with ITC o Ensure all debt greater than 150 days are handed over to collection agencies o Have quarterly meetings with collection agencies to track effectiveness and decide on work allocation to agencies
Staff Management:
o 22 Billing Specialists
o 4 Credit Controllers
o 2 Member Debt administrators
o 2 Quality Assurance
o 2 Team Leaders
o Ensure staff meet their KPA’s
o Coaching and developing staff
o Relationship building
o Maintaining broker and client satisfaction levels Other Employment
Team Leader (Discovery)
o Leading and managing a team of billing specialists and corporate relations staff
o Coaching and developing staff
o Monitoring the staff targets and deadlines
o Assisting with interviews
o Dealing with escalated queries
o Managing the on-going relationships between clients and brokers o Monthly meetings with brokers
o Group presentations and training on various Discovery Products o Process re-engineering
o Workflow management
Billing Specialist (Discovery Health)
o Reconciling and collecting on a member base of 8500 members o Ensuring that all maintenance are done to ensure billing is correct o Receipt premiums for all employers
o Reconcile every payment received
o Resolve difference between payment and bill
o Conduct company visits to resolve any concerns or just for relationship building
Education and Qualifications
• 3 Year Credit Management Diploma, Damelin 2005
• Senior Certificate Silver Oaks Senior Secondary 1991
• Six Sigma Certificate
• Fit to lead Management Certificate
Achievements
Overall Top Manager, Discovery Health
Computer Literacy
MS Word
MS Excel
MS PowerPoint
MS Outlook
MS Project
MS Access
Key Skills
• Excellent Leadership skills
• Proficient Public Speaker and MC
• Very high stress tolerance and acceptable level of confidence
• Excellent Decision making and Problem solving skills
• Excellent verbal and numeric communication skills
• Strong Interpersonal and Relationship Building skills.
• Service Orientated and Quality driven
• Excellent Time management skill and ability to multitask
• Attention to Detail
References
Eric Rantso, COO Sizwe Medical Aid (Work)- 011-***-****
Mdu Nene, Service Executive, Discovery Health (Work)- 011-***-****
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