We're looking for…
An Client Onboarding Consultant that will be responsible for onboarding, offboarding, software configuration, training, and troubleshooting for new clients. You will perform pre, during, and post-implementation support, training, and development of knowledge transfer materials for customers as well as drive and maintain the implementation timeline.
Who are you?
- You have experience in process improvement, change management, and achieving overall operational excellence.
- You are have an eye for detail and great time management skills
- You are able to make informed decisions using available resources and sound judgment.
- You are able to identify and resolve problems promptly, skillfully gathering and analyzing information.
- You have a proven ability to manage client escalations to timely resolution, leading to increased client satisfaction and retention.
- You have experience with, and knowledge of, excellent customer service practices, with the ability to apply them effectively.
What's the role?
You will be responsible for:
- Client Service Management: Set expectations and deliver service for a portfolio of clients who are onboarding, offboarding, or making changes to their healthcare benefits.
- Requirements Gathering: Collect and document requirements for each client's plan design.
- Project Planning: Develop work plans, schedule estimates, resource allocation plans, and implementation priorities.
- Progress Tracking: Monitor progress, communicate project status regularly, and identify and resolve issues related to implementation.
- Implementation Management: Ensure timely, factual, and quality tracking, analysis, reporting, and communication throughout the implementation process.
- Expectation Management: Proactively manage plan expectations and commitments by partnering with all project stakeholders.
- Account Management Collaboration: Work with Account Management to track, document, and close items according to the communicated plan and client specifications.
- Business Partner Engagement: Collaborate closely with key business partners throughout the project lifecycle.
- Testing Support: Support and monitor testing activities during client engagements, including system configuration testing and troubleshooting.
- Client Service Management: Set expectations and deliver service for a portfolio of clients who are onboarding, offboarding, or making changes to their healthcare benefits.
- Requirements Gathering: Collect and document requirements for each client's plan design.
- Project Planning: Develop work plans, schedule estimates, resource allocation plans, and implementation priorities.
- Progress Tracking: Monitor progress, communicate project status regularly, and identify and resolve issues related to implementation.
- Implementation Management: Ensure timely, factual, and quality tracking, analysis, reporting, and communication throughout the implementation process.
- Expectation Management: Proactively manage plan expectations and commitments by partnering with all project stakeholders.
- Account Management Collaboration: Work with Account Management to track, document, and close items according to the communicated plan and client specifications.
- Business Partner Engagement: Collaborate closely with key business partners throughout the project lifecycle.
- Testing Support: Support and monitor testing activities during client engagements, including system configuration testing and troubleshooting.
- Challenge Resolution: Provide feedback on implementation challenges, identify potential delays, and escalate issues as needed.
- Documentation Maintenance: Maintain comprehensive documentation of all client and project-related activities, requirements, and status updates.
- Adherence to Project Plans: Follow the project plan for onboarding and offboarding, assisting clients with deliverables at each step to ensure adherence to the timeline.
- Material Updates: Update and maintain materials for client use to support effective utilization of the platform.
- Client Support: Offer support to clients during and after the implementation process.
- Post-Implementation Analysis: Analyze each completed implementation to update the project plan, review opportunities for improvement, and provide feedback to the team and business partners.
- Challenge Resolution: Provide feedback on implementation challenges, identify potential delays, and escalate issues as needed.
- Documentation Maintenance: Maintain comprehensive documentation of all client and project-related activities, requirements, and status updates.
- Adherence to Project Plans: Follow the project plan for onboarding and offboarding, assisting clients with deliverables at each step to ensure adherence to the timeline.
- Material Updates: Update and maintain materials for client use to support effective utilization of the platform.
- Client Support: Offer support to clients during and after the implementation process.
- Post-Implementation Analysis: Analyze each completed implementation to update the project plan, review opportunities for improvement, and provide feedback to the team and business partners.
Boxes to tick…
- Matric
- Bachelor's degree or equivalent experience preferred
- 2+ years of experience implementing software products for clients, in a healthcare environment
- Experience with benefit administration platforms such as Javelina preferred
- Advanced knowledge of and experience in project management and/or benefits administration highly desired.
- You are willing to work through the year-end holiday season as needed to address client go-live issues and support implementations.
- You are proficient in Microsoft Office
- You can maintain confidentiality and exercise discretion with sensitive information.
Working Hours: 2pm - 11pm
