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Job Title:

In Field Support Consultant - Gauteng

Company:

MediCharge

Department:

In-Field Support

Revision Date:

November 2023

Position Overview:

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

Reports to:

In-Field Support Team Leader

Experience:

At least 1-year VeriClaim experience.

Previous experience working in a customer-facing department would be an advantage.

Prerequisites:

· Based in Gauteng - Alberton (area will be discussed in the interview).

· Reliable motor vehicle.

· Valid driver's licence.

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, with the ability to build customer relationships.

· 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 fulfil duties not mentioned herein, as required, to meet the ongoing needs of the organisation.