IPC Post Basic Pharmacist Assistant.

Position Purpose:

· To assist clients with clinical information regarding their medication

· To strive for first call resolution, completely solving a customer's issue during their very first interaction.

· 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

· Assist patients with clinical information regarding their medication and strive for first call resolution.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

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 finalised

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, (excluding reasonable bathroom breaks and 2x 15-minute tea breaks and ½ hour lunch break

QUALIFICATION REQUIREMENTS:

Minimum

• Grade 12
• Post Basic Pharmacist Assistant
• SAPC registration
• Fluent with Afrikaans and English languages

Required Experience

· Minimum of 2 years’ experience as PBQ Assistant

· Customer service experience

Ideal

· Telephonic Customer Service experience in health care industry

Leadership Structure

Reports to:
Inbound Pharmacy Cluster Supervisor

Competencies

(Key Behaviour Area)

· Verbal and written Communication

· Teamwork

· Planning and organizing

· Customer service

· Achieving results

· Problem solving

· Resilience & emotional etiquette

· Technical credibility

· Adaptability

· Detail orientated

All Application to be sent to:

[email protected]

Closing Date: 06 July 2026

Work Location: In person