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.1. 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 or 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 expectations.Attending to action diaries.SLA compliance.MML adherence.Competency in SOP assessments.2. 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.3. 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.4. House Keeping:Compliance with Company Policy relating to Housekeeping.
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