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Job Title: Course Content Administrator

Job Overview

The Course Content Administrator is responsible for configuration, training, support, marketing and implementation of all Academy content partner courses. Together with the HCP support services for enrolment and payment within the EMGuidance Academy. 

The role is responsible for all Academy courses purchased by HCPs or sponsored for HCPs by a 3rd party, ensuring the delivery of Academy courses based on the company’s delivery processes. They are also responsible for supporting the content partner with any issues that might arise on their courses being delivered. 

The Course Content Administrator is responsible for ensuring that the new Academy users are verified  in the various sign up processes, and are responsible for supporting the users with any issues that might arise once they are accepted on the Academy application. 

Projects and reports will need to be executed based on requirements from the content partners, Academy users and internal stakeholders.

Job Requirements

The following points outline the job requirements:

  • Content partner delivery:
    • Work closely with the Academy Business Unit head once a content partner has signed a minimum 12 month contract to define a high level project implementation plan. 
    • Once the project implementation plan is signed off by the content partner, develop a more detailed implementation document (including marketing plan) based on course content, target audience and launch dates.
    • Ensure that all the necessary content partner sign-offs are received to take the course content into production.
    • Configure and setup content partner users within the EMGuidance learner management software (LMS - LearnWorlds). 
    • Manage clinical course content review. 
    • Support Business unit head with all LMS queries from content partner.
    • Coordination, implementation and monthly reporting of Academy course marketing plans using various internal (Hubspot, Intercom, Drupal) and external (Linkedin, Facebook, Google Ads, You Tube) channels. 
    • Coordination of CPD accreditation where required. 
  • Academy user (HCP) Support:
    • Course Content Administrator is responsible for Academy user support during enrolment and payment, the content partner is responsible for Academy user support related to all course work. 
    • Ensure that the Academy users are verified upon sign as per the company processes
    • Once the Academy user logs an issue, ensure it is tracked until the user confirms they are satisfied the issue is resolved.
    • Provide regular feedback to the content partner and / or Academy user.
    • Coordinate internal resolution of the matter and ensure team members provide feedback.
    • Escalate where necessary to ensure timeous resolution.
    • Share user insights with the commercial and product teams to assist course work penetration and Academy increasing usage.
    • Regular review and updating of SOP and playbook responses.
  • Projects and Reporting:
    • Compile and deliver reports to internal and external stakeholders as per the agreed upon reporting period.
    • Execute on internal projects as per the project plan.
    • Find innovative ways for operations to execute on the LMS solution.
    • Build success plans with key milestones, to be measured quarterly. 
  • Clinical Support:
    • Ensure clinical review of all Academy courses.
    • Management of Academy clinical course matrix, with content partner co review committee. 
  • Other
    • Investigate new systems and processes for creating operational efficiencies.
    • Review and update of SOPs.

 

Key Performance Areas:

  • Achieve content partner and Academy user satisfaction indicators as agreed with management within specified timeframes
  • Ensure Academy users are verified and accepted within specified timeframes.
  • Delivers an outstanding content partner and Academy user experience
  • Works in collaboration with the Business Unit head, developing good working relationships.
  • Ensure quality measures are achieved as per set targets.
  • Ensures compliance with EMG’s values, policies and standards, and ensures compliance with all local statutory requirements.

 

Skills/Attributes of candidate:

  • Action orientated.
  • Ability to take initiative and not give up.
  • Ability to think out-of-the-box to gain high levels of customer satisfaction.
  • Ability to set priorities and have high flexibility to adjust based on changes in priorities.
  • Ability to think analytically.
  • Ability to work well under pressure.
  • Ability to multitask.
  • Attention to detail.
  • Problem solving.
  • Time management.
  • Good relationship building skills.
  • Good verbal communication skills.
  • Good written communication skills.
  • An enquiring mind.
  • Good planning and organising skills.

 

Experience:

  • Experience in customer training, and user support.
  • Experienced in developing and executing account based marketing plans, including weekly campaigns. 
  • Computer proficiency to configuring solutions on customer management systems.
  • Creation of high quality documents for internal and external approval. 
  • Proficient in google suite.
  • Experience in learner management systems is a plus. 
  • Experience in Hubspot, Intercom and Drupal is a plus. 
  • Advantageous: Previous work experience in a medical organisation.

 

Qualifications:

  • Experienced Allied Health professional e.g. Post-basic Pharmacist Assistant, Nurse, Paramedic etc

Reporting to: 

EMGuidance Academy Business Unit Head (Ryan Paterson)

Salary Range

Monthly basic: R20  000 to R25 000 based on experience.

Annual Company Bonus: Dependent on company performance.

Contact Person

Reabetswe Matshaba

Please forward applications to careers@emguidance.com