Outstanding Client Servce: Dalene Gallie

<p>Dear Fedhealth</p> <p>I would like to bring to your attention the fantastic and greatly rewarding customer service I received from Dalene recently.</p> <p> </p> <p>I called the call centre again after numerous conversations, and a letter sent to me by Fedhealth declining my request for a review of a submission and procedure co-payment/s resulting in a fee of R10 000.00 payable by myself. I was perplexed as to how this could be the case and after tears of frustration and sheer angst I called the call centre back to speak with one of the consultants who had already been assisting me.</p> <p> </p> <p>Dalene took my call and quite honestly my heart sank when I realised I had to relay my story again from the beginning, quickly Dalene understood my emotional state and could sense my despair, instead of allowing me to get worked up again and spend 20 minutes trying to update her, she said she would review all the information available to her and call me back in less than 10 minutes – I hung up the phone, convinced that 10 minutes would be 2 days..</p> <p> </p> <p>Dalene stuck to her commitment and in less than 10 minutes she contacted me, immediately she reassured me and said that at first glance she had noticed a procedure code that was incorrect and then told me what to do in order to assist in clarifying the information captured. At this time I felt a glimmer of hope that finally someone was hearing me and that I wasn’t just a number… I had already been consulting with 3 other client service representatives and none had taken the time to go through all the information or try and resolve my problem, the overall reasoning elated to scheme rules, pmb’s etc etc.. terms that just didn’t make sense to me.</p> <p> </p> <p>I forwarded the info to Dalene as she had indicated and the following morning she was again in contact with me assuring me she wold remain focused on my query and continued to reassure me that she would do the best she could.</p> <p> </p> <p>Within this week, Dalene resolved an issue that has been circulating for over a month. I am greatly relieved and unbelievably grateful at her consistent, professional and relentless approach to helping me resolving this issue that left me so frustrated and emotional.</p> <p> </p> <p>Thanks to Dalene, my faith in Fedhealth has been restored, and my intent to terminate my membership is no longer. I would like to commend Dalene on her outstanding service and should she have the opportunity to move to more senior positions within the organisation, I can only but commend her. I work with 9 MD’s and 1 group CEO on a daily basis, I know what leadership looks like.. you have a leader here, don’t overlook Dalene.</p> <p> </p> <p>Thank you</p> <p>candace Bentley</p>