In Field Support Consultant (Durban)

SUMMARY:
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POSITION INFO:

Job Title:

In Field Support Consultant (Kwazulu-Natal: Durban)

Position Overview:

To provide world class in-practice support to all our VeriClaim and Bureau practices within a Geographic area (Durban). Ensure ultimate customer satisfaction for both internal and external clients.

Experience:

• At least 1-year VeriClaim experience.
• Previous experience working in a customer-facing department would be an advantage.

Prerequisites:

• Based in Durban (Area will be discussed in interview).
• Reliable motor vehicle.
• Valid driver’s license.

Essential Job Functions:

• Provide in-practice VeriClaim support to all VeriClaim and VBS practices within a specified geographic area.
• Provide support to new VeriClaim and VBS practices on their first day of using VeriClaim.
• Analyse the practices to determine needs that we would be able to assist with.
• Assist with Financial Assessment discussions.
• Demonstration of system upgrades and enhancements to all allocated VeriClaim and VBS practices.
• Escalating of functional requests, or user issues to the Support Centre via ticketing system, where needed.
• Effective handling of any client complaints regarding the VeriClaim system.
• Completing of all sign-up documentation (License Agreements, Practice registration documents, Banking registration documentation) accurately and timeously.
• Ensure that new practices have been booked for training.
• Providing all relevant parties with weekly appointment schedule/calendar (as per objectives).
• Provide feedback on TMS after each visit daily. Send email to all parties with list of practices seen (as per objectives).
• Visiting of allocated practices at the required coverage and frequency as per the customer classifications.
• Assisting with system upgrade testing as required.
• Assist the Sales Consultant with VeriClaim demonstrations as needed.
• Maintaining a current working knowledge of all healthcare related issues and regulations.
• Maintaining a up to date level of expertise on VeriClaim and all latest enhancements.

Skills and Functional Requirements:

• Excellent understanding and working knowledge of all functionalities on VeriClaim.
• Effective training and facilitation techniques.
• Effective presentation skills.
• Effective practice management skills.
• Tenacious and accurate, with a confident, positive, and enthusiastic approach to work.
• Ability to demonstrate flexibility, and adaptability in a constantly changing environment Customer focused & ability to build customer relations.
• Effective management of stress.
• Ability to take initiative.
• Conflict management.
• Ability to manage multiple tasks simultaneously.
• Excellent time management and organisational skills.
• Deadline focused.
• Excellent problem-solving skills.
• Analytical thinker.
• Competent in Microsoft, Word, Excel, and PowerPoint.
• Excellent command of spoken and written English.
• Expert Knowledge of the Private Medical Aid industry.

NOTE: This role specification is not intended to be all-inclusive. Employees may be required to fulfill duties not mentioned herein, as required, to meet the ongoing needs of the organisation.