An exciting career opportunity exists at Medipost Pharmacy for PB Assistant, reporting to the Customer Care Manager. This position is based in Gezina. The purpose of the job is to retrieve calls as requested, maintaining confidentiality at all times. To handle/investigate/resolve all written enquiries/complaints within specified timelines as per SLA requirements and standard operating procedures. Tasks completed accurately, courtesy calls handled professionally and with very strict confidentiality within SOPs and SLA.
ResponsibilitiesHandling escalated correspondence in a professional manner with emphasis on customer serviceComplaints attended to, investigated, resolved and feedback provided within agreed timelinesAccurate and complete handling of all profiles worked on.Correspondence handled professionally and with very strict confidentiality within SOPs and SLA and in accordance with PoPIA principlesProblem solving and follow up of queriesAchievement of agreed standards for query resolution and final feedbackAccurate data capture and instructions to other departmentsAttend to Action Diaries, calls, Emails, Webchats, SMSs within agreed turnaround timesInvestigate and provide feedback on Survey Low Ratings within agreed timelinesLog Service Failures accurately on the agreed templateAdhere to GPP at all timesTemplate, Claiming and Authorization of PrescriptionsAuthorise medication and interact with health care professionals where neededClaiming of scripts and or any other claiming/capturing related procedure with emphasis on the MML as per Standard Operating ProceduresEnsure to adhere to GPP and SOPs at all timesCalls HandlingAchievement of agreed standards for courtesy call timelinesProfessional treatment of clients in accordance with company standardsHigh level of confidentiality maintained and in accordance with POPIA principlesCalls answered within 2 ringsProductivity and Availability StandardsAvailable and productive 8 hours per day between 08h00 and 17h00, (excluding reasonable bathroom breaks and 2x 15 minute tea breaks and ½ hour lunch break)Willingness to work standby shift as per contract of employmentGrade 12 with English, and an additional official language with a minimum result of 50%. Mathematics with a minimum result of 50%SAPCTraining RequiredMedipost App system training, SLA training, company policies and procedures, computer literacy, soft-skills development (in-house), Mitel Ignite System Training, JIRA training, Webchat Training.
Specific Requirements/Other Important InformationAd hoc after-hours availability for standby shifts, compulsory training or other company requirements.
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