General Manager Customer Experience
Agility Health Administrators
Total years of experience :32 years, 4 Months
Agility Healthcare is a Healthcare Insurer and General Insurer in South Africa.
Achievements include:
• The divisions under my direct supervision are Client Services Call Centre, Membership, Contributions, Debt Collecting and General Insurance: Staff Complement 85
• Optimising all operational divisions reporting to me to ensure business strategy is implemented to ensure enhanced customer experience across all current touchpoints, by providing passionate empowering leadership
• Involved in developing new touchpoints like Chatbot, MobiApp and enhanced current integration points, taking ownership of digital initiatives
• Vital to optimising technology hardware across all divisions after submitting a business case
• Key to developing and implementing a central integrated communication and workflow across all business units that will optimise all processes, enhance the customer experience, staff satisfaction and improve the turnaround time on all current processes all division
• Actively involved in changing business culture to a client-centric culture with the customer central
• Internal and external Stakeholder engagement and management
• Actively involved in tender processes and processes to secure new contracts
Agility Healthcare is a Healthcare Insurer and General Insurer in South Africa.
Achievements include:
• The divisions under my direct supervision are Client Services Call Centre, Membership, Contributions, Debt Collecting and General Insurance: Staff Complement 85
• Optimising all operational divisions reporting to me to ensure business strategy is implemented to ensure enhanced customer experience across all current touchpoints, by providing passionate empowering leadership
• Involved in developing new touchpoints like Chatbot, MobiApp and enhanced current integration points, taking ownership of digital initiatives
• Vital to optimising technology hardware across all divisions after submitting a business case
• Key to developing and implementing a central integrated communication and workflow across all business units that will optimise all processes, enhance the customer experience, staff satisfaction and improve the turnaround time on all current processes all division
• Actively involved in changing business culture to a client-centric culture with the customer central
• Internal and external Stakeholder engagement and management
• Actively involved in tender processes and processes to secure new contracts
• I am shift leader of choice by Unit managers
• I have levels of acceptance with ICU staff
• Doctors have trust in my ability and clinical expertise
• Patients and families are comfortable with my approach
Universal Healthcare is an administrator that manages healthcare insurance for 60 000 members/-dependents. It also offer wellness programmes to a wide spectrum of companies
Reporting to the General Manager for Administration, I am independently responsible for the day to day operations of the Administrator’s services
Achievements include:
• Implementation of WOW customer service initiative across all business units
• Team lead of Workflow Implementation (change) project across all business units
• Initiated a new team culture of co-operation and cohesiveness with the result of exceeding the SLA’s across all divisions
Karen Nel Consulting has done business consulting in banking, law, retail and general management. Services included business process re-engineering, business acumen programmes, business coaching, recruitment and interpersonal effectiveness programmes.
Achievements include:
• More than 60 Business Acumen programmes in South Africa and Middle East - including executives from African Countries
• More than 40 Interpersonal effectiveness programmes in South Africa and Middle East - including executives from African Countries
• Acknowledged as guest lecturer at two internationally recognized universities
• Successful business process engineering initiatives in several industries
Answers Direct Marketing Solutions was an outbound insurance call centre, selling short term insurance products.
Achievements include:
• Grew the call centre within a year to a staff complement of 80 staff. Was bought by a listed company within 18 months.
• Maintained excellent quality scores throughout the ownership of the business
• Responsible for the complete functioning of the field team of 3 Regional Field Managers, 20 Field Managers and 400+ Field Workers;
• Managed deadlines, training and development, quality and process development.
Rowan and Angel was Medical Aid Administrators providing medical insurance administration.
Reported to the General Manager for Administration, where I was independently responsible for the day to day delivery of the service
Achievements include:
• Business project lead for Rowan and Angel Medical Aid Administrator - successfully planned, coordinated and transitioned a company-wide turnkey IT conversion
• Successfully enhanced efficiencies and staff productivity following the implementation of the new IT system (managed staff complement of 225)
• Market Entonox, Nitrous Oxide and Post-Operative and Home Oxygen to patients, Specialists and GP’s;
• Market CPAP therapy and machines to specialists, patients and sleep laboratories
• Started managed healthcare in one of the provinces in South Africa
• Successfully managed a team of nurses that was spread over a wide geographical area
Topic: Positioning private hospitals in South Africa for adaptability: a mixed-methods study considering complexity leadership and operational systems and structures (agile, lean and leagile) With this study, I investigated the relationship between Complexity Leadership and Operational Systems and Structures (agile, lean, leagile) as it is displayed in private hospitals in South Africa. I furthermore explored the reasons for the current relationship and identified strategies that can be implemented to increase the display of Complexity Leadership and Operations Systems and Structures in organisations. The aim of the study was to assist the leadership of healthcare organisations to better position themselves for adaptability, especially considering the exogenous pressures of the National Health Insurance, Medical Schemes Amendment Act and the recommendations of the Health Market Enquiry, amongst other things. I am submitting 1 February 2021.
I passed my MBA with an average of 80,3%. My major was in Healthcare
I am qualified as Midwife, Psychiatric Nurse, Community Nurse, General Nurse, and then I followed this with a 2-year Honors Degree in ICU Nursing
