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Social Media Back Office

Johannesburg, Gauteng, South Africa
April 21, 2021

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Curriculum Vitae of Terry-Anne Graham

Personal Details

Name : Terry-Anne

Surname : Graham

Date of birth : 04.10.1991

Home address : ** ******** ******

Florida Park

Telephone number : 061*******

Email address :

Marital status : Married

Educational details

School attended : Rand Girls’ High

Year graduated : 2009

Subjects passed : Accounting

Business studies

Life orientation



Physical science


Highest grade passed :Matric (grade 12)

Employment history

Company : Medscheme- Health Quality Assurance

Position : Quality coach- Health admin

Duties : Evaluating correspondence, calls and queries logged by the different Business units administered by Medscheme.

Understanding of Organization and specific Business units policies and procedures

Understanding of Call Centre/ membership/ back office and Special cases terminology.

Knowledge and application of relevant legislation

Knowledge and application of processes and procedures.

Coaching and mentoring agents based on good/poor performance.

Assisting with work improvements and plan of actions for decreasing errors.

Identifying trends and doing workshops on the trends identified.

Exporting monthly reports based on the Quality scores evaluated.

Reference : Pryan Govender(Team leader) - 011-***-****

Company : Medscheme(Healthcare Providers)

Position : Agent Support: Back Office PLC

Duties : Dealing with non-adherence of Providers

Calculating claims and how they are processed to see if provider has overcharged

Resolving provider related queries

Attend and assist at conferences and open days when required

Assist with contracting initiatives related to GP's and Specialists

Vetting of Agreements

Loading of Agreements (contracts) received

Uploading of documents (agreements) onto system

Doing reports on weekly basis for different Networks which has been loaded

Logging of ResQ calls for information not loaded on system

Dealing with escalations from Social Media

Assisted with reversing and reprocessing of claims

Reference : Thamesh Pillay (Team Leader) 078*******

Company : Medscheme (Fedhealth)

Position : Agent: Client services

Duties : Doing Live chats

Inbound call queries from members

Medical aid queries

Email correspondence

Inbound medical aid queries from brokers

Assisted with loading of Chronic medication

Ensuring the prompt resolution of queries

Reference :Danica Nel (Team Leader) 011-***-****

Company : Discovery health

Year : February 2012- June 2015

Position : Client services

Duties : Dealing with escalations face to face

Assisted with claim queries (pathology,

Radiology, general practitioners, specialist)

Dealing with all medical aid inquires

Educated on products and benefits.

Provided feedback to members.

Assisted Brokers with queries.

Assisted with Chronic and Oncology related queries for members.

Reference : Warren Ford

Company : Aegis (British Gas)

Year : October 2010 – September 2011

Position : Client services

Duties : Assisting with queries regarding meters

Assisting with contractors going out to clients

Assisting with purchases and payments

Reference : Thabang Dau Team Leader – 011-***-****

Company : First National Bank

Year : October 2011 – January 2012

Position : Client services

Duties : Dealing with approvals of Credit and Debit

Card authorizations

Dealing with admin to ensure cards active

Dealing with loading of limits on cards

Assisting with authorizing of international travel

Reference : Deven Govender

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