Job Description

Were looking forAn 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.Whats 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 clients 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 clients 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.

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.

Boxes to tick

• Matric
• Bachelors 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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