Call Centre Agent at Dis-Chem Pharmacies

Dis-Chem Pharmacies requires a Call Centre Agent (Qualified PBQ) at our Head Office in Midrand. You will be required to ensure provision of patient-ready parcel services by calling the patients monthly and processing their medication orders in accordance with the operational guidelines and regulatory requirements of the South African Pharmacy Council.

Job Specification

• Correctly utilise and manage the call centre telephone in accordance with operational procedures and requirements.
• Accurately interpret medicine history and contact the patient or representative, clearly confirming the purpose of the call.
• Process the order as confirmed by the patient and update all necessary information on the profile.

• Ensure accurate claim submission and advise the patient of any rejections and out of pocket expenses.
• Keep abreast of changes in medical aid procedures and requirements for claims and dispensing.
• Ensure that concise notes are made on the system regarding any special requirements of the patient.
• Advise and assist patients regarding medical aid authorization procedures.
• Follow up with patients regarding any feedback requested.
• Find and provide any information the patient needs as a Dis-Chem customer.
• Process all interactions necessary for the accurate managements of adherence calls.
• Contact the dispensary to correct any errors on scripts.
• Ensure authorization of chronic medication.
• Maintain customer profiles on the system.
• Take note of any messages on the customer profile and take suitable action.
• Ensure all Call Centre related administration is up to date for reporting and auditing purposes.

Minimum Requirements…

Essential:

• Grade 12 / Matric
• Pharmacist Assistant Post Basic Qualification
• Minimum of 5 years relevant experience including Unisolv

Advantageous:

• Customer care experience

Competencies

Essential:

• Knowledge gained as Post Basic qualified pharmacist assistant
• Telephone ethicist
• English and 2^nd language – Read, write and speak
• Time management, attention to detail, self-discipline, work ethics
• Communication, Unisolv, numerical skills
• Registered with Pharmacy Council

Advantageous:

• 3^rd Language
• General computer skills

Special conditions of employment:

• Needs to work under pressure and reach tight deadlines
• South African or valid work permit
• MIE, clear criminal and credit
• Driver’s license and/or own reliable transport

Remuneration and benefits:

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