Anabela Costa
Tunbridge Wells,UK
Summary
Professional with 26 years within the International Health Insurance industry. Expertise in oncology and psychiatric case management.
Highly motivated with exceptional customer service skills. Strong expertise in written and verbal communication, time management, and client relations.
Proven ability to anticipate needs, maintain attention to detail, and adapt to changing circumstances.
Bilingual professional fluent in Portuguese and English with strong knowledge of Spanish and Italian.
Skilled in promoting team collaboration and training colleagues in medical subjects matters, internal processes and personal development.
Solid background in dealing with providers nationally and internationally and great understanding of global cultural differences .
Empathetic communicator and strategic insight combined with deep understanding of customer care to ensure high quality care and achieve successful outcomes in various environments.
Overview
37
37
years of professional experience
2006
2006
years of post-secondary education
Work history
Dedicated Care Manager
AXA Global Healthcare
Royal Tunbridge Wells, Kent
01.2021 - Current
- Responsible for a portfolio of 86 customers undergoing oncology treatment and 10 customers undergoing inpatient psychiatric medical care.
- Deliver exceptional customer service while ensuring technical accuracy in all interactions. Providing emotional support to customers and their families during difficult times of ill health.
- Demonstrated medical expertise to support effective customer care initiatives.
- Manage oncology and inpatient psychiatric customer case administration, overseeing the authorization of treatments, requesting relevant medical reports and assessing the eligibility, referring to clinical teams if outside the reams of authority, manage all treatment claims throughout treatment duration.
- Auditing invoices to ensure charges are accurate and align to the pre-authorisation of treatments
- Cultivated trust-based relationships with customers to enhance satisfaction.
- Established strong connections with providers, brokers, and stakeholders nationally and internationally to improve operational efficiency
- Developed training materials and conducted medical training sessions for team members to enhance their knowledge skills and contribute to their development.
- Collaborated with claims auditors, risk assessors, underwriters, and compliance teams to strengthen partnerships, and achieve cost containment
- Enhanced team collaboration with regular team meetings and feedback sessions.
- Collaboration with marketing team and created a customer survey to evaluate customer satisfaction on the care provided while they were undergoing cancer treatments.
- Collaborated with various stakeholders within my organisation and created the process for psychiatric case management. Created process guidelines and delivered training to team members
- Collaborated with marketing team to enhance the dedicated care service offered to our customers on the company's website, promoting awareness of exceptional dedicated service and promoting sales
Customer Service Senior Supervisor
AXA Global Healthcare
Royal Tunbridge Wells, Kent
01.2007 - 12.2020
- Fostered an inclusive work environment through equitable treatment and support for diversity.
- Led team training sessions and provided constructive performance feedback.
- Ensuring my knowledge of products, medical knowledge and systems were continuously up to date to support the team with queries.
- Attending product review meetings to be aware of any changes to policy handbooks and ensure excellent customer service support in compliance with the policy benefits.
- Acted as point of contact for complex customer issues, ensuring swift resolutions.
- Conducted regular performance reviews to enhance quality assurance and processes.
- Organised regular staff training sessions on medical topics, boosting skills acquisition and knowledge transfer among the workforce.
- Monitored employee performance to identify areas requiring additional training or development efforts.
- Analysed trends and prepared comprehensive reports for management review.
Greek and broker team supervisor
AXA Global Healthcare
Royal Tunbridge Wells, Kent
01.2004 - 12.2009
- Supervised and coached team members to ensure KPI's were met. Trained team on updated products, systems, medical terminology to enhance knowledge and ensure quality metrics were achieved.
- Delivered feedback to team members and coach them to enhance performance and development
- Visited the Greek office to understand their processes, cultural and operational differences. Developed processes to facilitate seamless customer support across global network in Greece.
- Coordinated with cross-department teams to resolve issues for SME and broker clients.
- Resolved complex queries and complaints efficiently, ensuring client satisfaction.
Claims assessor and personal advisor
AXA Global Helathcare
Royal Tunbridge Wells, Kent
05.1999 - 12.2006
- Negotiated settlements within approved limits, ensuring company cost-effectiveness and client satisfaction.
- Liaised with policyholders for claim resolution and customer satisfaction.
- Resolved issues promptly by liaising with relevant departments.
- Reviewed medical records meticulously for proper claim evaluations.
Accounts Assistant / Receptionist
Sirti Ltd.
Tunbridge Wells, UK
12.1997 - 04.1999
- Approved and processed invoices, ensuring accurate data entry into AS400 database.
- Managed bulk purchase orders, verifying supplier compliance and cost code accuracy.
- Facilitated communication between Italian Headquarters and UK Managing Director due to language proficiency.
- Served as receptionist for delegates from Italian Headquarters and other European subsidiaries.
Waitress
Brokers Arms Restaurant
Tunbridge Wells
01.1994 - 12.1997
- Events organiser to maximise the profitability of the restaurant by staging events and setting menus.
- Waitress, bar work and by utilising customer feedback liasing back to the proprietor and chef suggestions in order to meet the demands and trends of the customers.
Tourist Guide
Iberia Tourist Office
Lagos
01.1988 - 12.1994
- Responsible for providing guided tours in the Algarve, specifically for English & French tourists.
- Including translations & providing historical information of various locations.
- Managing & resolving problems or difficulties experienced by individuals on the tour.
Education
Computer & Information Technology Pitmans Course -
Escola Secundaria de Lagos
'A' Levels (Equivalent) - English, French, Portuguese Literature, Law, Journalism & Tourism
01.1978 - 01.1986
Skills
- Written and verbal communication
- Time management
- Client-focused approach
- Needs anticipation
- Attention to detail
- Bilingual: Portuguese and English
- Adaptability
- Empathy
- Global business etiquette
- Team collaboration
- Conflict resolution
- Training expertise
Custom
- PC Literate
- Reading
- Languages
- European culture
- Sports
Personal Information
- Age: 32
- Number of Children: No children
- Nationality: Portuguese
- Marital status: Divorced
Affiliations
- Travel/Cultural Exploration
- Fitness and nutrition
- Reading
Languages
English
Fluent
Portuguese
Native
Spanish
Upper intermediate
French
Elementary
Italian
Elementary
Timeline
Dedicated Care Manager
AXA Global Healthcare
01.2021 - Current
Customer Service Senior Supervisor
AXA Global Healthcare
01.2007 - 12.2020
Greek and broker team supervisor
AXA Global Healthcare
01.2004 - 12.2009
Claims assessor and personal advisor
AXA Global Helathcare
05.1999 - 12.2006
Accounts Assistant / Receptionist
Sirti Ltd.
12.1997 - 04.1999
Waitress
Brokers Arms Restaurant
01.1994 - 12.1997
Tourist Guide
Iberia Tourist Office
01.1988 - 12.1994
'A' Levels (Equivalent) - English, French, Portuguese Literature, Law, Journalism & Tourism
01.1978 - 01.1986
Computer & Information Technology Pitmans Course -
Escola Secundaria de Lagos
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