Pms Specialist

2 months ago


York, United Kingdom VetPartners Limited Full time

We are keen to identify motivated, enthusiastic practice-focused colleagues to join our team who will manage and respond to the Practice PMS requests on a daily basis. These requests are to be analysed and resolved quickly and effectively to minimise disruption to Practice colleagues. Furthermore, where applicable, this role will also work closely with our 3rd party PMS providers.

You are most likely to have a background in using a PMS or prior experience working in a practice-based role.

Reporting to the PMS Implementation Manager, the key objective of this role is to answer and manage any questions and training requests from the practices utilising our in house 3rd party tracking tool. There will also be an opportunity to support the PMS Implementation & Training specialists with the activities across practice conversions.

You will be working collaboratively as part of a team that have extensive experience in their areas of work aiding your further learning and development.

This role is field based and may require some travel to sites across the UK and to York for team meetings.

**Responsibilities**:
Delivering quality and timely outcomes to the business, you will:

- Manage and respond to the daily requests for training and information from practices and work with the practices accordingly and ensure all the appropriate information is logged correctly in our central system.
- Assist in the writing and reviewing of the training documents and helpfiles to support with proactive training requests.
- Support the Training and Implementation Specialists with conversion activities (where necessary for holiday cover)
- Create conversion runbooks and relevant documentation (where necessary for holiday cover)
- Occasional work onsite to support the delivery of PMS Training to Practice users
- Occasional work onsite to support users before, during and PMS implementations & go live (where necessary for holiday cover)
- Keep all relevant training documents and trackers up to date
- Remote and onsite support of users during hypercare, following the completion of a PMS conversion.
- Be involved in group-wide initiatives to look at improvements for users at practice level e.g. project refinement and tailoring
- Pro-actively suggest improvements which could enhance the user experience within practices
- Ensure that requests for assistance from colleagues are responded to in a timely, pleasant, courteous manner
- This is a hands on role with expectations that you will provide the necessary support and organisation required

Additionally, the PMS Specialist needs to demonstrate the following capabilities:

- Positive attitude and solutions focused
- Show empathy to practice teams and colleagues when working with them
- Participate and facilitate communication between colleagues, management, vendors, and other technology resources within the organisation
- Ability to analyse and resolve complex issues, both logical and interpersonal.
- Effective verbal and written communications skills
- Ability to negotiate and defuse conflict
- Self-motivator, independent, cooperative, flexible, creative
- Proactive attitude and ability to adapt to change

**Core Competencies**:

- Excellent Customer Service skills and pleasant, courteous manner
- Experience of working in healthcare practices or the veterinary industry
- Practical project co-ordination skills

**Proven skills in**:

- Listening and communication
- Change management
- Planning and organising
- Problem Solving
- IT Literacy

**Demonstrated ability to**:

- Relate to all levels of the user community
- Communicate well to non
- technical individuals
- Be a team player that supports and co-operates with other team members
- Set and manage priorities
- Take personal ownership and have tenacity and determination to overcoming challenges
- Identify and proactively manage risks and issues relating to business projects



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