Clinic Call Centre Agent at Dis-Chem Pharmacies

Dis-Chem Pharmacies in Midrand has an opportunity available for a Clinic Call Centre Agent to join the team. The main purpose of this role will be to Effectively assist clinic customers with queries and booking of appointments with Dis-Chem Wellness clinics and provide consistent standard of service in line with operational guidelines. Ensure all communication is in accordance with the South African Nursing Council.

Job Description:

• Correctly utilise and manage the call centre telephone in accordance with operational procedures and requirements.
• Keep abreast of changes in medical aid procedures and requirements for claims and Clinic Services.
• Ensure that all customer profile statuses are updated correctly and the correct action reasons are entered.
• Ensure that concise notes are made on the system regarding any special requirements of the patient.
• Advise and assist patients regarding Clinic Services offered by Dis-Chem.
• Follow up with patients regarding any feedback requested.
• Find and provide any information the patient needs as a Dis-Chem customer.
• Report any customer discrepancies to management.
• Use proper telephone etiquette when speaking with patients over the phone.
• Process all interactions necessary for the accurate managements of adherence calls.
• Contact the Clinics to correct any errors that might occur.
• Ensure authorisation when needed as per Dis-Chem standards.
• Maintain customer profiles on the system on the Dis-Chem SAP CRM system.
• Take note of any telephone or email messages on the customer profile and take suitable action.
• Report any customer discrepancies to management.
• Ad hoc systems functions i.e. Fiori, NHLS website, Success factors/MyConnect and Healthforce.
• Report to management on a regular basis regarding call centre matters.
• Ensure all call centre related administration is up to date for reporting and auditing purposes.
• Adhere to Dis-Chem Policies and Procedures and Standard Operating Procedures.

Competencies

Essential:

• Ability to work under pressure.
• Basic understanding of problem solving.
• Addresses customer questions in a timely manner.
• Recognises the need for procedures and follows relevant procedures.
• Conveys idea and facts verbally using language.
• Accountability and dependability

Special conditions of employment:

• South African citizen
• General Computer skills. Unisolv
• MIE, clear criminal and credit
• Driver’s license and/or own reliable transport
• English and 2nd language -read , write and speak
• Advantage 3rd language

Remuneration and benefits:

• Market-related salary
• Medical aid
• Provident fund
• Staff account

Minimum Requirements:

Essential:

• Grade 12 – Matric or a Senior Certificate
• 0 – 1 years relevant experience

Advantageous

• Customer care experience