Pharmacist Digital Operations - Midrand

Job Description

• Dis-Chem Pharmacies' Adherence Centre in Midrand, requires a qualified and experienced Pharmacist to support our digital "Speak to your Pharmacist" chat functionality.
• The role aims to drive clinical excellence and operational efficiency in digital customer engagements by addressing operational questions and clinical and/or medication related queries, promoting safe medication use, and enhancing customer satisfaction in line with regulatory and organizational standards.

Minimum Requirements: Essential:

• Matric or equivalent Senior Certificate
• Degree in B. Pharm, Registered tutor, Registered with the Pharmacy Council
• Minimum of 2 - 3 years retail pharmacy experience

Advantageous

• Retail experience and product knowledge

Job Specification

Customer Interaction & Communication

• Adequately respond to chat queries in real-time within target response time.
• Maintain customer satisfaction rating measured via post-chat surveys.
• Ensure all communication are professional, clear, and customer-friendly with zero complaints related to tone or clarity.
• Participate in regular chat transcript reviews, achieving quality standards in communication and clinica advice.
• Contribute to review and update of standard response templates and FAQs at least quarterly.
• Provide actionable feedback to improve the "Speak to your Pharmacist" platform.

Clinical Advice & Safety

• Provide accurate and evidence-based clinical advice aligned with current pharmacy practice and guidelines.
• Adhere to medication safety protocols and regulatory compliance in all clinical responses.
• Maintain zero adverse incidents related to incorrect advice or misinformation.

Compliance & Confidentiality

• Ensure compliance with legislation, ethical standards, and confidentiality protocols.
• Ensure all patient records and chat logs are appropriately documented and securely maintained with zero breaches.

Operational Support & Issue Resolution

• Resolve or appropriately escalate operational queries such as medication availability, delivery, and repeat prescriptions within agreed timelines.
• Maintain effective use of systems to verify stock, orders, and other operational data.

Knowledge Management & Continuous Learning

• Attend all mandatory training and update sessions; demonstrate up-to-date knowledge of new medications, policies, and regulations.
• Participate in at least one knowledge-sharing or continuous improvement initiative quarterly.
• Keep abreast of industry trends and provide insights to management.

Stakeholder EngagementReporting & Analytics

• Collaborate effectively with internal teams, achieving a positive feedback rate from stakeholders.
• Ensure smooth handover and escalation of complex queries with zero communication breakdowns.

Reporting & Analytics

• Compile and analyse chat performance and business reports monthly, with insights leading to measurable service improvements.
• Ensure accuracy and timeliness of all reports submitted.

General

• Adhere to Dis-Chem Policies and Standard Operating Procedures.
• Adhere to Health and Safety rules and regulations.

Competencies

Essential

• Strong understanding of pharmacy legislation, medicine scheduling and Good Pharmacy Practice. In-depth clinical knowledge of medicine, their use, interactions, contraindications and patient counselling practices. Familiarity with pharmacy operation, stock availability and parcel management processes. Knowledge of internal software systems.
• Strong analytical and problem-solving abilities for interpreting customer queries and clinical information, with good judgment in assessing when to provide advice and when to refer while managing risk appropriately. Ability to multitask and manage several chat interactions efficiently without compromising quality.
• Awareness of the role of a digital pharmacist within the environment and understanding of how operational efficiencies, patient satisfaction and digital responsiveness impact business success.
• Excellent written and verbal communication skills, with the ability to explain complex medical information clearly and concisely, while conveying empathy, professionalism and the ability to manage tone and patient engagement thought text and verbal communication.
• Empathy, patience and customer centric mindset, with the ability to build trust and reassure customers digitally. Collaborative mindset when working with internal teams.
• High attention to detail in clinical advice and chat responses. Commitment to accuracy, compliance and continuous quality improvement. Consistent application of SOP's and best practices in all interactions.
• Ability to work independently and manage time effectively. Resilience in fast paced digital environment where query volumes can fluctuate. Accountability for delivering high service standards and meeting response targets.
• Computer literacy with confidence using digital communication platforms and internal systems including the dispensary management software, SAP, Pharmacy Dashboard, Rubix and E-scripting.

Special conditions of employment

• South African citizen
• MIE, clear criminal and credit record
• Registered with Pharmacy Council
• Occasional traveling
• Own reliable transport

Remuneration and benefits

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

Closing Date 31 August 2026