Shoprite [Medirite] is Hiring for a Call Centre Agent
Medirite Courier Pharmacy is looking for an enthusiastic Call Centre Agent to join their team and be the vital link between pharmacy and customers.
Closing date: 30 August 2024
Location: Hermanstad
Purpose of the Job
In this dynamic role, you’ll go beyond simply answering calls—you’re a trusted advisor, guiding customers through their healthcare journey with expertise and care. You’ll handle customer inquiries, assist with prescription requests, and provide essential medication-related information, ensuring our customers receive accurate, timely, and compassionate service. You’ll also play a key role in promoting medication safety, recommending over-the-counter products, and staying informed on the latest drug recalls and safety alerts. Your efforts will directly contribute to maintaining our high standards of service, compliance, and patient confidentiality.
Join us at Medirite Courier Pharmacy and make a meaningful impact every day by driving excellence and enhancing the lives of our customers.
Job Objectives
Medication Knowledge
- Possess comprehensive knowledge of various medications, including their uses, dosage instructions, potential side effects, and interactions.
- Provide accurate and up-to-date information to customers regarding their prescribed medications or over-the-counter products.
- Prescription Assistance
- Assist customers with prescription-related inquiries, such as prescription refills and medication availability.
- Medication Counseling
- Offer advice and guidance to customers on properly using their medications, including recommended dosages, administration techniques, and potential side effects.
- Promote medication adherence and patient safety.
- Over-the-Counter Product Recommendations
- Recommend suitable over-the-counter products to customers based on their self-reported symptoms and needs.
- Provide information on proper usage, potential side effects, and any drug interactions to be mindful of.
- Drug Recalls and Alerts
- Inform customers about drug recalls or safety alerts issued by regulatory agencies or pharmaceutical manufacturers.
- Medical Aid Inquiries
- Assist customers with inquiries related to medical aid coverage and benefits.
- Adverse Event Reporting
- Manage and document customer complaints or reports of adverse drug reactions.
- Follow established procedures for reporting and escalating incidents to the appropriate regulatory authorities or the manufacturer’s adverse event reporting system.
- Customer Data Privacy and Compliance
- Ensure the confidentiality and security of customer health information in compliance with health privacy laws and regulations.
- Adhere to pharmacy policies and procedures related to data protection and customer confidentiality.
- Performance Management
- Drive daily performance with the team to ensure service level agreements (SLAs) and other business targets are achieved.
- Maintain self-motivation to consistently meet or exceed performance expectations.
- Customer Service
- Provide exceptional service to both internal and external customers, ensuring their needs are met promptly and professionally.
- Continuous Improvement
- Proactively identify and address areas of opportunity for improvement within the call centre operations, contributing to overall efficiency and effectiveness
- Knowledge Updates and Education
- Continuously update job knowledge by studying new product descriptions and participating in educational opportunities.
- Patient Records Management
- Maintain and update patient records accurately and securely.
- Administrative and Housekeeping Tasks
- Perform related administrative and housekeeping tasks and other functions as deemed necessary to ensure smooth operations.
Ad Hoc Duties
- Perform any other reasonable ad hoc duties as required by the pharmacy.
- Good Pharmacy Practice
- Ensure adherence to good pharmacy practice standards in all aspects of the role.
Qualifications
Essential
- Registered with the South African Pharmacy Council (SAPC) as a Pharmacist Assistant Basic or higher.
- Qualified Pharmacist Assistant Basic or higher.
Experience
Essential
- +2 years experience working as a Pharmacist Assistant Basic/Post Basic /Technician.
- Desirable
- Previous experience working in a similar role and industry.
Knowledge and Skills
- Knowledge of dispensing systems and patient management systems.
- Extensive knowledge of pharmaceuticals and medications.
- Exceptional verbal and written communication skills.
- Active listening and empathetic attitude towards customers.
- Excellent problem-solving and decision-making abilities.
- Attention to detail and ability to accurately input and retrieve information.
- Flexibility to work in rotating shifts or irregular hours.
- Familiarity with insurance processes and claim submissions.
- Understanding of healthcare regulations and patient safety guidelines.
- Proficiency with technology, especially computers, software applications, and phone systems.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
