Melicia Langeman

Managed face-to-face, email, and web inquiries, ensuring timely resolution and follow-up with various business units. Maintained accurate records on GPAA systems and provided administrative support for outreach initiatives.

Managed practice payments from medical aids and members, sending updated statements and querying unpaid claims. Assisted doctors' rooms with rebilling, reversals, and amendments of claims, ensuring proper reprocessing and authorization.

Registered clients for Covid testing, processing payments and compiling daily statistics for supervisor review. Ensured accurate data entry and efficient administrative operations for the testing center.

Led and motivated a team of 10 agents, conducting coaching, call evaluations, and performance feedback sessions. Managed team schedules, absenteeism, and leave requests, while handling escalated queries and disciplinary issues.

Managed and motivated a team of 14 agents, conducting coaching, call evaluations, and monthly feedback sessions to ensure SLA adherence. Compiled daily and monthly reports, managed absenteeism, and updated Standard Operational Procedures.

Confirmed member benefits to service providers and assisted with claim and benefit queries on both provider and hospital lines. Processed precertifications for hospitalizations and procedures, ensuring accurate documentation and communication.

Managed general office administration, including filing, faxing, invoicing, and banking. Handled switchboard operations, updated cashbooks, and maintained stock records.

Managed one-on-one sales interactions, handled in-store debt collection, and performed basic administrative tasks. Provided excellent customer service and maintained accurate stock control.

Conducted debt collection and tracing activities, negotiating payments with clients. Utilized various directories and databases for tracing, managing both inbound and outbound calls.

Obtained N4 certificate in Public Management and is currently pursuing N5. The course covers various aspects of public administration and management.

Completed high school education, passing Matric in 1996. Studied subjects including English, Afrikaans, Biology, Geography, Home Economics, and History.

Obtained a Generic Management NQF Level 4 Qualification in October 2018. This qualification focuses on fundamental management principles and practices.