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
ONLY SUCCESSFUL APPLICANTS WILL BE CONTACTED. IF YOU HAVEN`T BEEN CONTACTED WITHIN TWO WEEKS AFTER THE CLOSING DATE, PLEASE CONSIDER YOUR APPLICATION AS UNSUCCESSFUL.
Dis-Chem Pharmacies is an equal opportunity employer. Dis-Chem’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process aligned to Dis-Chem’s Employment Equity & Transformation Strategy. Dis-Chem actively supports the recruitment of People with Disabilities.
