MAIWASE LUNGU

• Act as the representative first point of contact for all clients, welcoming them, and signing them into appointments.
• Managing a steady flow of inbound calls from clients looking to book appointments, or seeking information on services.
• Conducting follow-up calls to clients seeking outstanding paperwork.
• Making amendments to any canceled or rescheduled appointments.
• Diary management – working closely with the clinicians to ensure no appointment clashes.
• Managing a busy inbox of queries, answering, responding, or directing in a pleasant, prompt, accurate, and efficient manner.
• Following a step-by-step booking process in accordance with each client’s contract and requirements.
• Assisted in developing client relationships by responding promptly to emails, phone calls and other forms of communication.
• Helping the clinical services manager organize and set up conflict management, the manager-initiated referrals and on-site cases.
• Recommended improvements in products, service and billing methods to management to prevent future problems.
• Managed the preparation of quotes for clients based on their requirements.

• Management of appointments.
• Settlement of accounts.
• Front Desk Coordination.
• Coordinate the assignment of patients, track, and facilitate patient appointments.
• Contribute to actively engaging patients with the clinic for their follow-up care, regulatory compliance.
• Accounts and banking reconciliation.
• Attend internal and off-site trainings, committees, meetings, and other relevant events, as appropriate.
• Perform other related duties as assigned.
• Processed employee expense claims within established guidelines and timelines.
• Ensured compliance with company policies and procedures related to administrative activities.
• Served as the first point of contact for incoming calls and visitors, providing excellent customer service and directing inquiries appropriately.

• Receiving and replying to emails in accordance with the front office and billing as well.
• Attending to any other tasks given by the Financial Officer and the Assistant Clinic Manager.
• Used various health record indexes and storage retrieval systems to manage medical billing.
• Prepared and updated a new system to handle billing needs with improved accuracy, reliability, and overall performance.
• Used the computer system to record weekly expenditures and balances.
• Deal with all things finance, including the billing of charge sheets, sending of invoices, preparing bills for private-paying patients, banking, and all related financial activities.
• Handling of petty cash.
• For private-paying patients, inform the front office or the patient directly of the charges for services/procedures prior to any treatment, and collect deposits accordingly.
• File all patient charge sheets, and maintain proper accounting for audit purposes.
• Assist with training any front-office staff on the patient billing process and computer software systems to promote accurate and timely billing.
• Receive and deposit all private patient cash payments as directed by the Finance Manager (daily, weekly, monthly).
• Reviewed account information to confirm that patient and insurance information is accurate and complete.
• Oversaw medical coding, charge entry, claims, pharmacy communications, and other day-to-day operations of the billing department.
• Handled billing, waivers, and claims for private and commercial clients.
• Kept accounts current with facility-approved reporting and analysis strategies.
• Maintained a high accuracy rate on the daily production of completed reviews.
• Handled billing for the full complement of practice providers.
• Prepared bills, invoices, and bank deposits as needed.
• Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.

• Handled payment processing and provided customers with receipts and proper bills and change
• Answered office phone and emails to schedule appointments, answer questions, and document information
• Greeted incoming patients and verified paperwork to manage smooth intake processes
• Managed customer complaints and rectified issues to complete satisfaction
• Organized resources and staff necessary to handle requirements and maintain strong service levels
• Maintained front office cleanliness and organized supplies to increase productivity
• Handled payment processing and provided customers with receipts and proper bills and change
• Oversaw office inventory by restocking supplies and submitting purchase orders
• Communicated with outside offices to obtain records and transfer files for patient needs
• Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons
• Delivered key administrative support to coworkers, taking on additional tasks during peak times
• Filling in from time to time in the finance department as a billing clerk

• Following up on debts and ensuring that they are paid accordingly.
• Operating using Opera to conduct the day-to-day proceedings of the job.
• Maintained accurate records of all transactions for audit purposes.
• Kept records of room availability and guest accounts, manually or using computers.
• Handled customer complaints professionally and courteously while striving to resolve issues satisfactorily.
• Verified reservations made through telephone calls or online sources prior to arrival date.
• Ensured that all front desk areas were kept clean and organized at all times.
• Computed bills collected payments and made change for guests.
• Checked identification when necessary, before issuing room keys or access cards to visitors.
• Performed daily checkouts for departing guests according to hotel guidelines.
• Updated computerized records related to reservations, arrivals and departures, special requests from customers.
• Verified customer credit to establish payment method for accommodations.
• Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
• Compiled statistical data on occupancy rates for monthly reports.
• Advised housekeeping staff of rooms vacated and ready for cleaning.
• Performed bookkeeping activities to balance accounts and conduct nightly audits.
• Answered inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions.

• Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
• Helped customers find specific products, answered questions, and offered product advice.
• Worked closely with front-end staff to assist customers.
• Verified customer identification for alcohol, or tobacco purchases.
• Processed refunds for worn, damaged, and broken merchandise.
• Directed cleaning, trash removal, and sanitation procedures to keep the aisles and register area organized.
• Handled credit applications from customers, liaised with the credit manager for approvals and account setup, and processed credit card payments.
• Trained new team members in cash register operation, stock procedures, and customer services.
• Processed returned merchandise by strictly following store return and exchange procedures.
• Checked personal identifications during alcohol and tobacco sales.
• Operated cash register or POS system to receive payment by cash, check and credit card.
• Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.

• Responded promptly to customer service calls and inquiries from diverse groups of individuals.
• Reported regularly to senior management on client activity and business development progress.
• Collected customer feedback, and made process changes to exceed customer satisfaction goals.
• Collaborated with individuals through meetings and conference calls.
• Expanded the client list by compiling information on potential clients to contact.
• Developed and maintained a thorough knowledge of regulatory, departmental, and company policies.
• Oriented and trained new staff members in job duties and corporate procedures.
• Collaborated with various departments and new customers on product offerings.
• Developed marketing plans to assist in growing business opportunities.
• Discussed policy features with customers and assisted in choosing the best option for individual needs.
• Organized customer databases and records.
• Enhanced customer satisfaction ratings by effectively and swiftly resolving issues.

Advanced Certificate in Accounting

Advanced Certificate in Xero

Certificate in Xero

AAT Certificate Accounting Technician (CAT) Program