JOBS

Dis-Chem Pharmacies Is Hiring : Clinic Call Centre Agent – Midrand, South Africa

Closing Date: 11 June 2023

Job Description

Dis-Chem Pharmacies’ in Midrand has an opportunity available for a Clinic Call Centre Agent to join the team. The main purpose of this role will be to Effectively assist clinic customers with queries and booking of appointments with Dis-Chem Wellness clinics and provide consistent standard of service in line with operational guidelines. Ensure all communication is in accordance with the South African Nursing Council.

Minimum Requirements:

Essential:

Grade 12 – Matric or a Senior Certificate
0 – 1 years relevant experience
Advantageous

Customer care experience
Job Description:

Correctly utilise and manage the call centre telephone in accordance with operational procedures and requirements.
Keep abreast of changes in medical aid procedures and requirements for claims and Clinic Services.
Ensure that all customer profile statuses are updated correctly and the correct action reasons are entered.
Ensure that concise notes are made on the system regarding any special requirements of the patient.
Advise and assist patients regarding Clinic Services offered by Dis-Chem.
Follow up with patients regarding any feedback requested.
Find and provide any information the patient needs as a Dis-Chem customer.
Report any customer discrepancies to management.
Use proper telephone etiquette when speaking with patients over the phone.
Process all interactions necessary for the accurate managements of adherence calls.
Contact the Clinics to correct any errors that might occur.
Ensure authorisation when needed as per Dis-Chem standards.
Maintain customer profiles on the system on the Dis-Chem SAP CRM system.
Take note of any telephone or email messages on the customer profile and take suitable action.
Report any customer discrepancies to management.
Ad hoc systems functions i.e. Fiori, NHLS website, Success factors/MyConnect and Healthforce.
Report to management on a regular basis regarding call centre matters.
Ensure all call centre related administration is up to date for reporting and auditing purposes.
Adhere to Dis-Chem Policies and Procedures and Standard Operating Procedures.

Competencies

Essential:

Ability to work under pressure.
Basic understanding of problem solving.
Addresses customer questions in a timely manner.
Recognises the need for procedures and follows relevant procedures.
Conveys idea and facts verbally using language.
Accountability and dependability
Special conditions of employment:

South African citizen
General Computer skills. Unisolv
MIE, clear criminal and credit
Driver’s license and/or own reliable transport
English and 2nd language -read , write and speak
Advantage 3rd language
Remuneration and benefits:

Market-related salary
Medical aid
Provident fund
Staff account

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