Pharmacist Assistant - QPB

Introduction

• Are you a qualified Pharmacist Assistant? Are you passionate about customer service? Do you want to be part of delivering exceptional Healthcare service through our Central Pharmacy Call Centre?

Job description

Job Purpose & Objectives

• Dealing with and handling of pharmacy-related inbound calls and managing call volumes within a call centre environment
• Adhering to provided call centre regulations and SLAs
• Interacting with customers in a professional manner and with strict confidentiality within SOP
• Interacting with and assisting customers via telephone or other means regarding medication, prescription queries as well as all pharmacy digital service –related queries
• Providing exceptional customer service through ensuring the best patient care and service to support their healthcare needs
• Accurate capturing of scripts and medication orders submitted by patients via pharmacy digital platforms within provided SLAs
• Trouble-shooting and providing support to customers with regards to all pharmacy digital services and online platforms
• Accurate validation and linking of patients online digital profiles to existing dispensary profiles
• Maintaining patient database by means of accurately updating patient profiles
• Accurate and complete handling of all profiles worked on
• Interact with health care professionals where needed
• Providing assistance and support to in-store dispensaries where needed
• Liaising with all other departments where necessary to provide the best possible customer support
• Proactively recommend processes improvements to current practices in order to exceed customer expectation
• Ad hoc requirements as per operational requirements

Minimum requirements

Education

• Further Education and Training Certificate Pharmacist Assistance Essential

Experience

• Minimum 2-3 years in the role of Pharmacist Assistant Post Basic

Skills, Abilities and Job Related Knowledge

• Strong communication skills and telephone etiquette
• Customer service orientated
• Team Player
• Integrity
• Accuracy and attention to detail
• Must be bilingual with English being one of the requirements
• Must be able to work with patients and be adaptable to assist with various departmental duties
• Be able to use initiative in order to provide patient satisfaction
• Effective time management skills
• Adaptability
• Positive attitude
• Be able to work under pressure
• Product knowledge including OTC
• SAPC, GPP and relevant legal knowledge
• Knowledge of POPI Act
• Ethical working practice and compliance

Computer literacy

• Essential: Unisolv
• Essential: Marconi
• Essential: MS Excel - Intermediate
• Desirable: MS Word, Outlook

Essential Competencies

• Strong verbal communication skills
• Adhering to Principles and Values
• Working with People
• Delivering Results and Meeting Customer Expectations
• Coping with Pressures and Setbacks
• Adapting and Responding to Change