Client Onboarding Consultant

3 months ago

Sandton, South Africa HR Studio Full time

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

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