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 : adlu35@r.postjobfree.com
Marital status : Married
Educational details
School attended : Rand Girls’ High
Year graduated : 2009
Subjects passed : Accounting
Business studies
Life orientation
English
Afrikaans
Physical science
Mathematics
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