Motshidisi
Senior Quality Assurance Assessor
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Motshidisi M. is an experienced Quality Assurance Assessor with over 7 years of expertise in healthcare and insurance. She specializes in enhancing service delivery through rigorous quality monitoring, compliance oversight, and performance improvement initiatives. At Affinity Health, she evaluated customer interactions to ensure adherence to regulatory and internal quality standards, and actively contributed to reducing compliance-related errors by supporting risk mitigation strategies. Her cross-functional role in telehealth customer support involved managing member queries, issuing GP visit authorizations, and maintaining detailed CRM records, all while ensuring POPIA compliance. Additionally, Motshidisi's background in medical practice administration with Dr KD Tshidibi further underscores her skills in patient services and operational accuracy. She is proficient in Medical Practice Management Software, Microsoft Office Suite, and CRM & Ticketing Systems, and is known for detailed analytical reporting and maintaining customer care service excellence.
Experience
QUALITY ASSURANCE ASSESSOR
Affinity Health · 2018 — PresentConducted evaluations of target-driven customer interactions weekly to confirm compliance with both regulatory and internal quality standards. Identified performance gaps and suggested corrective training measures to enhance service delivery consistency. Contributed to proactive risk mitigation strategies and quality monitoring processes to minimize compliance-related errors. Compiled comprehensive performance and audit reports to assist in data-driven decision-making. Promoted adherence to Treating Customers Fairly (TCF) principles within sales and service teams.Cross-Functional Role: Telehealth Customer Support – Medical Society Department
Affinity Health · 2018 — PresentInvolved in managing inbound member inquiries through phone, live chat, and callback requests on a daily basis. Created and monitored service tickets for nurse-led telephonic consultations using a ticketing system to ensure timely resolution of cases. Processed and issued GP visit authorizations based on healthcare benefit policies, while upholding high accuracy standards. Verified member eligibility and provided education on healthcare benefits to enhance understanding and reduce repeat inquiries. Maintained CRM records with a focus on full POPIA compliance and safeguarded data confidentiality. Addressed customer complaints promptly and escalated complex cases when necessary to maintain service continuity.MEDICAL SECRETARY/ADMINISTRATOR
Dr KD Tshidibi Orthopaedic Surgeon · 2015 — 2018Oversaw appointment scheduling for a busy orthopaedic practice, optimizing the daily patient flow. Ensured the confidentiality of patient records while managing accurate documentation and filing processes. Facilitated the securing of pre-authorizations and coordinated hospital admissions to minimize administrative delays. Handled billing, invoicing, and payment processes with high attention to accuracy, supporting the efficiency of the revenue cycle. Responded to patient inquiries through phone and email, providing professional and empathetic service at the front desk. Prepared theatre lists and organized procedure bookings for effective operational planning.SALES ASSOCIATE
Cotton On Group · 2014 — 2015Provided high-quality customer service in a dynamic retail environment, fostering positive customer experiences. Processed transactions accurately while ensuring efficiency during peak trading times. Assisted customers with product choices and account activations, contributing to sales and customer retention efforts. Maintained stock accuracy and visual merchandising to enhance store presentation.
Skills & Expertise
Education
- National Senior CertificateNoorderlig Gekombineerde Skool · — — 2010
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