In Field Support Consultant (Durban)

SpesNet Group; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A healthcare technology company in Durban seeks an In Field Support Consultant to provide exceptional in-practice support for VeriClaim and Bureau practices. The ideal candidate will possess strong knowledge of VeriClaim, customer service experience, and excellent problem-solving skills. Responsibilities include client support, handling complaints, and ensuring effective practice management. This role requires a reliable vehicle and a valid driver's license.

Qualifications

• Minimum 1-year experience with VeriClaim.
• Experience in a customer-facing role is an advantage.
• Valid driver's license and reliable motor vehicle.

Responsibilities

• Provide in-practice VeriClaim support to practices.
• Assist with system upgrades and testing.
• Manage client complaints regarding VeriClaim.

Skills

Excellent understanding of VeriClaim functionalities

Effective training and facilitation techniques

Effective presentation skills

Excellent time management skills

Excellent command of spoken English

Analytical thinker

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

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.