Gemma Galli

Role Summary

Provided a professional, front-facing factoring service to homeowners, acting as a key point of contact for a designated portfolio. Ensured accurate financial management, high levels of customer satisfaction, and full compliance with relevant legislation and organisational policies.

Key Responsibilities & Achievements

Acted as the primary contact for factored owners, delivering a responsive and customer-focused service

Managed a portfolio of factored properties, ensuring accurate billing, timely invoicing, and clear communication with customers

Ensured all factoring charges and financial information were prepared and issued in line with legislation, RCH policies, and best practice

Coordinated and attended meetings, producing accurate minutes and handling confidential information appropriately

Liaised effectively with internal teams, external agencies, consultants, and suppliers to support service delivery

Monitored credit control processes, supporting debt recovery targets while maintaining positive customer relationships

Ensured high standards of customer satisfaction by resolving enquiries and issues efficiently and professionally

Supported team objectives and contributed to the overall performance of the Asset and Regeneration service

Role Summary

Acted as a key first point of contact, providing tailored solutions, resolving enquiries at first contact where possible, and ensuring customers felt supported, safe, and valued within their communities.

Key Responsibilities & Achievements

Provided a responsive and empathetic customer service experience, always putting the customer first

Managed a wide range of service enquiries including complaints, service requests, written correspondence, and reception duties

Delivered a strong “right first time” approach, resolving enquiries efficiently and reducing repeat contact

Accurately recorded customer interactions using internal systems ensuring all calls and enquiries were correctly classified

Took full ownership of customer enquiries, ensuring issues were resolved end-to-end within a single transaction where possible

Promoted self-service options and the online portal, supporting customers to access services through the most appropriate channel

Ensured safeguarding responsibilities were met by correctly signposting customers to relevant support services

Maintained high service standards by adhering to schedules, service level agreements, and quality requirements

Liaised with internal departments and third-party services to ensure customers received timely and accurate support

Maintained high-quality case notes for both straightforward and complex enquiries to support efficiency and productivity

Actively participated in coaching, mentoring, team meetings, and appraisals, following guidance from senior colleagues

Demonstrated a strong commitment to customer satisfaction, community wellbeing, and organisational values

Reporter to the commercial Manager on a daily basis providing support in peak periods and holidays, and liaising with both external and internal Providers (hospitals, consultants and other providers of medical services), implementing and managing Commercial Arrangements and recognising business opportunities.

Duties include;

• Assisting the Commercial Manager with queries

• Maintaining of Hospital Rates and Renewal Comparisons

• Maintaining of Clinical Fee Schedule

• Negotiation of Clinic/NHS renewals

• Ensuring all stakeholders are kept informed of changes

• Managing Daily Operational Issues, Reviewing Processes and Updating Documentation

• Playing an Integral role in Internal Projects

• Managing Cost Containment in a variety of areas

• Directly negotiate discounts where the opportunity exists via Large Claims Reports

• Working closely with other Cigna business lines

• SME for Hospital Rates processes

• Control Autopay Rules for Hospital Rates

• Maintaining Group Code Sets and Liaise with Healthcode and CCSD around coding structures

Carry out fee checks for members who had to have private surgery, which required me to liaise with both the clinicians and the customer and provide excellent customer service at all times.

Duties include;

• Checking the maximum fee that Cigna would allow for all surgical procedures that have been authorised using the Cigna fee schedule against internal procedures

• Liaise with surgeons and anaesthetists by telephone/email to identify their charges for relevant procedures

• Calculate percentages and shortfalls for members, this can involve several calculations which have to be explained to members appropriately

• Identify when it is appropriate to attempt to negotiate a reduction in fees

• Keep the CIGNA member informed at all times, with continual correspondence and attentive customer service via letter, email and telephone

• Pre authorising all surgical admissions with hospitals either by telephone call or secure email ensuring all information exchanged is accurate

• Ensuring a strict 24 hour turnaround time for all actions relating to surgeries

• Maintain the Cigna provider database ensuring we have correct up-to-date information for the health professionals that Cigna recognise

• Accurately complete all departmental paperwork

• Maintain 99% pass mark for all monthly audits

• Ability to read crystal reports and record when required. Also select relevant information and report back to senior management