Primary purpose of the job:
- Providing proper patient care as per GPP (Good Pharmacy Practice) regulations.
- Attending training on Pharmacy acts and GPP.
- Attending SOP training and SOP revision training.
- Compliance with Company Policies, Procedures, and SOPs.
- Compliance with the POPI Act regulations.
- Accurate capturing of chronic and acute medication prescriptions and handling of rejections according to company SOPs.
- Attend to cluster and personal action diaries.
- Compliance to SLA requirements (completing of mailbox profiles and action diaries within required timelines).
- Handling of clinical enquiries and discussions with patients and health care professionals or SPNs.
- Attend to and respond in a professional manner to email messages or enquiries received from management, SPNs, or members.
- Attend to OUT OF WIP notifications.
- Attend to the blind checking mailbox according to SLA timelines.
- Stock management – understand the cold chain processes, expiry dates, and stock returns.
- Willing to register as a Medipost tutor through MTA.
- Tutor and train a small group of assistants on company SOPs, company policies, OTC medication, and other health topics.
- Take charge of a small group of assistants according to a Disaster Recovery Plan.
Operational requirements:
- Attention to detail when capturing prescriptions: the correct profile, patient, medical aid and membership number, address, contact details, and relevant medication.
- To authorise medication and interact with health care professionals where needed.
- Claiming of scripts and any other claiming/capturing related procedure with emphasis on the MML.
- Ensure blind checking is done according to SLA requirements.
- Professional and clinical knowledge required in checking the capturing of prescriptions by pharmacist assistants.
- Accurate and quick responses to patient queries and diligence with follow up work within SLA requirements.
- Accurate and complete handling of all profiles worked on as per SOPs.
- Completion of daily allocated work according to level requirement, working towards a level 2 or higher output according to company expectation.
- Attending to action diaries.
- SLA compliance.
- MML adherence.
- Competency in SOP assessments.
Customer service and internal process compliance (Quality assurance):
- Calls received need to be handled professionally and with very strict confidentiality according to the POPIA Act regulations.
- Accurate and correct information to be provided to the member and call attempts to be made according to SOPs and SLA requirements.
- Problem solving abilities.
- Accurate data capturing and instructions to relevant staff if required.
- Queries appropriately followed up until finalised.
- Focus on minimising errors and customer-related complaints as per QA, IPC, and Customer care logs or other reporting platforms.
- Compliance with SOPs and company policies.
Productivity and Time management:
- Productive and available according to hours as stipulated in contract.
- ESS: Responsibility to manage leave in accordance with company policies.
- Eco time compliance: Daily clocking procedures in accordance with company policies.
House Keeping:
- Compliance with Company Policy relating to Housekeeping.
#J-18808-Ljbffr
