Nalishebo Ngenda

Currently supporting daily CRM and administrative operations using Go High Level CRM. Responsible for cold calling, lead tracking, pipeline management, appointment scheduling, customer follow-ups, and maintaining accurate client records to support efficient business operations and client relationship management. Assist with workflow organization, communication coordination, and administrative support while ensuring timely follow-ups through email, SMS, and phone communication. Collaborate with team members to improve operational efficiency, streamline processes, and maintain high standards of customer service and client engagement. Key Skills: Go High Level CRM, Lead Management, Pipeline Tracking, Appointment Scheduling, Customer Support, Administrative Support, CRM Management, Workflow Coordination, Data Entry, Client Communication, and Follow-Up Management.

As a Dental Coordinator, I specialize in comprehensive insurance verification and patient benefits coordination to ensure a seamless patient experience. I conduct detailed eligibility and coverage verification, confirm active benefits, and review treatment coverage prior to patient appointments to minimize claim denials and delays. I collaborate closely with major insurance providers including UnitedHealthcare, MetLife, Delta Dental, Guardian Life, Cigna, Aetna, Humana, Ameritas, and Principal Financial Group to clarify policy details, confirm patient benefits, and resolve insurance inquiries. My role focuses on reducing claim errors, improving billing accuracy, and supporting efficient practice operations while ensuring patients clearly understand their coverage and financial responsibilities.

As a Healthcare Provider Relationship Officer at LifeQuest Zambia, a subsidiary of Africa Medilink Limited, I specialize in Client/ Donor Relationships, Claims Administration, and Facilitating Payments for Healthcare Providers. My role extends to Customer Care, Claims Management, and Provider training of our system. Additionally, I handle Reconciliation for Healthcare Providers, ensuring accuracy and efficiency. With a strong commitment to service excellence, I work to maintain a smooth Claims Process within a 30-day turnaround time.

• Worked closely with fellow nurses, doctors and clinicians for consistent communication and smooth workflow • Conducted patient assessments and recorded vital signs for accurate diagnosis • Established good relationship with patients and nursing staff members • Collected and properly handled patient’s specimens • Delivered quality care to patients • Responded to medical emergencies • Assisted physicians during examinations and minor clinical procedures • Administered medications, injections, and vaccinations as prescribed • Provided health education and counseling to patients on treatment and prevention • Maintained up-to-date patient records and ensured confidentiality • Ensured infection control and safety standards were strictly followed • Coordinated patient flow to enhance efficiency and reduce waiting times

• Initiating HIV positive clients on Anti-Retroviral Treatment (ART), Isoniazid (INH) to prevent Tuberculosis, Vitamin B6 and Cotrimazole to suppress their CD4 count. This is done in the first three months • Providing ARV’s (Anti-retroviral) drugs to clients according to their weight and adherence to the drugs • Counseling and educating those in need of PrEP and PEP • Following up on clients placed on IAC consisting of three sessions done on a monthly basis. After three IAC sessions, each client is assessed for adherence, and a repeat viral load test is performed. If the viral load is suppressed (<1000 copies/ml of blood), the client is continued on the same ART regimen • Ensuring the uptake of viral load testing among eligible clients. This is done by explaining to the clients the importance of their viral load checkups in correspondence to their ARV (AntiRetroviral Treatment) • Intensifying communication of their laboratory results • Providing quality care, treatment monitoring and extended adherence counseling to clients as per protocol • Distributing condoms to clients • Recording and documenting clients’ information in the respective books and computer system such as smart care, daily activity book, condom register, emergency book, IAC book, etc. • Establishing those that have not been vaccinated and those that have been vaccinated against Covid19. Those that have not been vaccinated and accept to be given the vaccine will be administered • Participating in the reviewing of clients on IAC • Sits on the Railway Health Centre meetings

I am currently pursuing a degree in Insurance at Copperbelt University, where I am developing a strong foundation in risk management, insurance principles, and financial protection strategies. My studies focus on understanding how insurance systems operate, including underwriting, claims management, and risk assessment across various sectors. Through this program, I am building analytical and problem-solving skills that support effective decision-making in insurance and financial services. The coursework also strengthens my understanding of regulatory frameworks, customer risk profiling, and insurance product development. This academic training complements my healthcare and administrative background, allowing me to better understand insurance processes, claims evaluation, and client support within healthcare and corporate environments.