Shelin Baros

Client Services at Momentum

• South Africa
• My current job since November 2002

& Duties : * Helping Members/Suppliers with queries
* Logging queries on Workflow for future use
* Creating benefit authorisations
* I average +- 90 calls a day
* Confirming Benefits
* Reprocessing of accounts for pharmacies and
members.
* Correcting member details
* Web Registration & queries
* Provider statement enquiries & reconciliation
* International cover enquiries
* Training new temp staff
Key Responsibilities
* Provision of all information to callers, pertaining to all aspects of all schemes
* Liaising with other departments to resolve queries
* Recording of all queries and interactions with customers onto the workflow system and
resolving these first time.
* Resolving of all fax queries received
* Obtaining and recording information from callers e.g. address, email and contact number
* Resolving the following queries:
a) Pre notification; b) Multiply Queries; c) Advice fee; d) Health Funder queries;
e) Health Waiver queries; f) Health Saver
* Assistance where necessary with any overflow of calls from any scheme

Customer Services Agent at Momentum

• South Africa
• My current job since October 2002

Customer Service Advisor

• March 2001 to October 2002

Advisor

• to

System Worked On : Pulse, MT9750, Medq, Pot (In house system)
Que’s Worked On : Afterhours, Specialists, Medicines, NBS
and Optiserve
Responsibilities & Duties : * Helping Members/Suppliers with queries.
* Logging queries on Medq for future use
* I average +- 200 medq’s on a 9 hour shift on
the Suppliers Line and +- 50 medq’s on a 3
hour night shift on the General Line.
* Confirming Membership