Primary purpose of the job: Providing proper patient care as per GPP (Good Pharmacy Practice) regulations. Mailbox & Rejection management to ensure SLA and Urgent compliance. This includes but is not limited to:
- Accurate capturing of new or repeat prescriptions, oncology, acute, chronic or private medication.
- Arranging and follow up on authorisation and provide relevant feedback.
- Compliance to SLA requirements by completing mailbox profiles, rejected blind checking, action diaries and follow-up within required timelines.
- Correct handling of paper claims submission and follow-up on payments where required.
- Attending to and responding in a professional manner to email messages, incoming calls or enquiries received from patients, SPN’s and management.
- Handling of clinical discussions with patients and health care professionals or SPN’s.
- Assisting with tracking queries and pre-alerting deliveries.
- Management of credit returns by correctly logging pick-ups and following up on return and credits.
- Ensuring stock care and stock management in terms of all short-dated stock, dormant stock, high value stock items and assisting with bi-annual stock take if and when required.
- Attending to stat 30, stat 32 and stat 33 stock rejections if required.
- MML/MPR management and compliance where possible and applicable.
- Handling and validation of Section 21 and Patient Assisted programs (PAF) orders where required.
- Per patient item ordering on applicable high value or low-usage items.
- Claiming of INV’s received.
- Attending to OUT OF WIP notifications.
- Resolving rejections and prioritising adding scripts to WIP.
- Assisting administrator in the cluster as and when required.
- Attending SOP training and revision training.
- Compliance with Company Policies, Procedures and SOP’s.
- Profile maintenance.
- Training of new pharmacist assistants within the cluster.
- Requesting security checks on possible replacement parcels.
Operational requirements:
- Completion of daily work according to level requirement.
- Accuracy when blind checking.
- Attending to action diaries.
- SLA compliance.
- MML Adherence.
- Calls and emails received handled professionally and confidentially with accurate information provided in a time cautious manner.
- Queries appropriately followed up and finalized.
Customer service and internal process compliance (Quality assurance):
- IR intervention (QA, IPC, Stock returns log, other).
- Customer Satisfaction (Compliments).
- Focus on minimising errors and customer related complaints.
- SOP compliance.
Staff behaviour:
- Productive and available according to hours stipulated in contract.
- ESS management of leave according to company policies and requirements.
- Eco time compliance with daily clocking procedures in accordance with company policies and requirements.
- TWB option used correctly by notifying manager and subsequently completing ESS process.
- Housekeeping compliance at 100% as per company expectation on quarterly audit.
Minimum Requirements:
Grade 12.
EXPERIENCE: Previous experience in a courier or retail pharmacy as well as oncology experience will be advantageous.
Need to be registered at SAPC.
TRAINING REQUIRED: Medipost APP system training, SLA training, company policies and procedures, computer literacy, MHRS on-line authorisation system, ESS, etc.
COMPETENCIES: Verbal and written communication skills, listening skills, patience, empathy, conflict resolution, customer service orientation, accuracy, data capturing skills, interpersonal skills and relationship building skills, able to work under pressure, adaptability, effective time management, detail oriented.
Specific Requirements/Other important information:
- Focused and responsible.
- Sense of urgency to nature of the job.
- Availability to assist with creating or updating processes to improve efficiency.
- Willingness to provide interdepartmental assistance if and when needed (WIC/Order processing/Call centre/Production).
- Willingness to work overtime if required by manager.
- Ensuring POPIA compliance.
- Level 6 internal appointment from Production.
- Attendance of Pharmacy Forums and product training will be highly recommended.
Other important information:
- Willingness to work overtime when required by management.
- Continuous professional development – attending training or forums.
- Willingness to assist with stock take if required at least once per year.
- Willingness to assist or attend training in other departments such as the Walk in Pharmacy and Production.
- Inter-departmental training and assistance as needed.
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