Call Centre Agent at Shoprite Group of Companies

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.