CCMDD Order Processing Manager

Medipost; Pretoria; On-site; ZAR 420,000 - 720,000; Full time

Job summary

Medipost is seeking an Operational Manager for CCMDD Order Processing to drive daily outputs, monitor SLA adherence, and supervise Pharmacist’s Assistants and Pharmacists to ensure quality and compliance. You will oversee QA logs, system monitoring, and escalation workflows while guiding a team through performance improvements.

This role requires SAPC registration with strong leadership, reporting capabilities, and capacity planning to meet daily targets in a fast-paced pharmacy environment.

Qualifications

• Manages daily/weekly/monthly workflows per CCMDD SLAs.
• Oversees QA logs and error management to reduce non-performance.
• Provides clinical guidance per GPP and supports pharmacists and assistants.

Responsibilities

• Ensure department reaches daily output and maintains SLA benchmarks.
• Manage mailboxes and capacity planning for the Order Processing department.
• Conduct staff appraisals, development plans, and attendance/time-keeping oversight.

Skills

Staff management

QA & QA logs

Capacity planning

Analytical skills

Communication skills

Problem-solving

Coaching & mentoring

Education

Registered Pharmacist (SAPC)

Tools

Microsoft Office

Excel (Advanced)

Job description

Primary purpose of the job Daily, weekly, monthly workflow management as per CCMDD service level agreements. Allocation of resources, Capturing and Blind Checking mailbox management. CCMDD Order Processing department capacity planning. Ensure expected output of department is reached daily, including action diaries, capturing and blind checking required outputs. General management of Pharmacist’s Assistants and Pharmacists outputs and performance. To ensure that daily exception reports are attended to. To assist the Operational Manager with daily productivity reports when required. Attend to daily internal Quality Assurance (QA) logs and reports. To investigate Order Processing escalated clinical queries or from other departments in CCMDD. To investigate Helpdesk queries/ complaints received for the Order Processing department, provide feedback and allocate penalty points where applicable. Ensure error management for Pharmacist’s Assistants and Pharmacists, with daily quality assurance processes. Attend to system monitoring, quality of work evaluation, timeous escalation of possible problematic areas. Understand the CCMDD Penalty Matrix and application thereof. Ensure accuracy in the capturing of prescriptions by the Pharmacist’s Assistants and quality assurance in the form of Pharmacists blind checking. Provide clinical guidance and support to Pharmacists and Pharmacist’s Assistants with regards to pharmaceutical practices/ GPP. Assist with Medipost system testing. Follow up on the resolution of system related challenges/ updates. SOP reviews and training. Monthly departmental discussions to improve error rates and re-training of identified processes after consultation with the Operations Manager. Service Level Agreement (SLA) matrix monitoring and daily expected discussions. Perform any ad-hoc projects which may be necessary for the CCMDD Order Processing Department, other CCMDD departments and the Medipost group at large. Adherence to good housekeeping practices. Time & attendance management according to Company Policies. IR Management where applicable. Adherence to Medipost Group policies and procedures.

Operational Management

• Please ensure the department reaches the expected output daily, including action diaries, capturing, and blind checking required outputs.
• Management of mailboxes within SLA requirements.
• Effective capacity planning: departmental capacity vs output.
• Management and reduction of staff error rates, and action plans to address non-performance.
• SOP reviews and training are done within the agreed timelines.

Customer Service Orientation :

• QA and error log completion and actions taken within agreed timelines.
• Adaptability and Problem-solving capabilities: 100% query resolution.
• Ability to identify and elevate problems through relevant channels.
• Maintain good relationships with CCMDD departments and Facilities.

People Management:

• Conduct bi-annual staff performance appraisals and compile staff development plans accordingly, and review the effectiveness of the developmental interventions.
• Effective management of staff productivity, attendance, leave, and time-keeping.
• Effective overtime management.
• Staff IR interventions and counselling are attended to within timelines and company benchmarks.
• Rewards and Recognition programmes are in place.
• Ensure staff adhere to Good Housekeeping standards and Medipost Company policies.
• Ensure staff regulatory adherence to GPP guidelines and Pharmacy Act requirements.

Reporting

• Daily, weekly, and monthly reports and analysis as stipulated.
• All reporting to be timeous and accurate within agreed timelines.
• Analysis of data and meaningful trends identified and communicated.

EXPERIENCE

Knowledge of Medipost operations/ CCMDD processes 2-3Years

Computer Literate

Microsoft Office (Excel - Intermediate / Advanced)

Need to be registered at SAPC

TRAINING REQUIRED

MedipostApp system training, CCMDD SLA training, company and departmental policies and procedures, Ongoing soft-skills development training(in-house), Eco-Time, ESS

COMPETENCIES

• Communication skills
• Presentation skills
• Training and Facilitation skills
• Problem-solving and Analytical skills
• Ability to influence
• Service Orientated
• Resilience and Emotional Etiquette
• Decision making and Execution skills
• Coaching and Mentoring skills
• Business Acumen
• Organising and prioritising skills

Specific Requirements/Other important information

• Ability to prioritise a large workload
• Ability to maintain policy guidelines in pressured situations
• Ability to act independently
• Ability to accept and take charge of projects allocated on short notice
• Willingness to work overtime during high-pressure periods
• Adhere to continuous professional development as required by SAPC, completing six CPD activities over a twelve-month period.
• The attendance of monthly pharmacy forums as well as weekly product training is highly recommended.
• Preferably acting as a Pharmacy Tutor.

“Medipost Holdings is committed to the promotion of employment equity within the workplace which is a driving factor in all recruitment decisions” Medipost further encourages and welcomes applications from persons with disabilities in creating a diverse and equitable workplace”

Closing Statement:

“We are committed to building a team that represents a variety of backgrounds, prospectives and skills, the more inclusive we are the better our work will be. Should you however not hear from us within a period of 2 weeks, you can consider your application unsuccessful”