IPC PBQ Assistant

Medipost; Pretoria; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Medipost Pharmacy is seeking a Cluster Pharmacist Assistant QPB for Inbound Pharmacy Cluster in Patient Communication. The role is based in Gezina, Pretoria, reporting to the IPC Supervisor.

You will assist patients with medication information, strive for first call resolution, and escalate to Pharmacists as needed. Requirements include Grade 12, at least 2 years as QPBAssistant with claiming and authorization experience, and strong English/Afrikaans communication.

Qualifications

• Grade 12 is required and relevant customer service exposure.
• Minimum of 2 years as QPBAssistant with claiming and authorization experience.
• Customer service experience and strong communication skills are essential.
• Fluency in English and Afrikaans is required; SAPC registration or eligibility preferred.

Responsibilities

• Assist clients with clinical information regarding their medication and strive for first call resolution.
• Escalate calls to Pharmacists when requested and assist with general duties.
• Answer incoming calls and track queries within required timelines.
• Handle authorisation of prescriptions and claiming procedures per SOP/SLA.
• Maintain productive availability from 08h00 to 17h00 and ensure data accuracy.

Skills

Customer service

Communication skills

Empathy

Accuracy

Data capturing

Interpersonal skills

Time management

Detail oriented

Fluent English

Fluent Afrikaans

SAPC

Education

Grade 12

Job description

Medipost Pharmacy is seeking to recruit a Cluster Pharmacist Assistant QPB for Inbound Pharmacy Cluster in Patient Communication. The position is based in Gezina. The candidate will be reporting to IPC Supervisor. The key function of the position is to assist clients with clinical information regarding their medication and strive for first call resolution. Escalate calls to Pharmacists if requested and assist with general duties.

• Assist patients with clinical information regarding their medication and strive for first call resolution.
• Escalate calls to Pharmacists if requested and assist with general duties.
• Correct handling of rejections within SOP and SLA.
• Answering of incoming calls
• Assisting with tracking queries
• Action diary handling and follow-up on queries within required timelines

Handling calls in a professional manner with emphasis on customer service

• Accurate and complete handling of all profiles worked on
• Calls handled professionally and with very strict confidentiality within SOP’s and SLA
• Problem solving and follow up of queries
• Achievement of agreed standards for calls (e.g. waiting time, abandoned calls, call volumes, etc)
• Accurate data capture and instructions to other departments
• Queries appropriately followed up until finalized

Template, claiming and authorisation of prescriptions

• 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 as per Standard Operating Procedures

Productivity and availability standards met

• Productive and available 8 hours per day between 08h00 and 17h00
• Grade 12
• Minimum of 2 years as QPBAssistant with claiming and Authorization experince
• Customer Service experience
• SAPC
• Fluent with English and Afrikaans languages

Ideal

• Telephonic Customer service experice in health care industry
• Medipost Bridging Course

COMPETENCIES:

• Verbal and written communication skills
• Empathy
• Accuracy
• Data capturing skills
• Interpersonal skills and relationship building skills
• Able to work under pressure
• Effective time management
• Detail orientated

“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”

“MediPost Holdings does not charge any fees at any stage of the recruitment process. Applicants are advised to be vigilant against fraudulent recruitment activities. Under no circumstances should any payment be made to secure a job offer with Medipost”