Call Centre Agent

at Dischem
Location Midrand, South Africa
Date Posted May 18, 2020
Category Administration Jobs
Job Type Full-time


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.

Minimum Requirements…


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


  • Customer care experience

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.




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



  • 3rd 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
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