Call Centre Agent

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

Description

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…

Essential:

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

Advantageous:

  • 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.

 

Competencies

Essential:

  • 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

 

Advantageous:

  • 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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