22 hours ago
5
Job Details
Division
HO Division
Minimum experience
Associate
Company primary industry
Retail
Job functional area
General Business
Job Description
Dis-Chem Pharmacies’ Adherence Centre in Midrand, requires a qualified and experienced Pharmacist to support our digital “Speak to your Pharmacist” chat functionality. The role aims to drive clinical excellence and operational efficiency in digital customer engagements by addressing operational questions and clinical and/or medication related queries, promoting safe medication use, and enhancing customer satisfaction in line with regulatory and organizational standards.
Minimum Requirements:
Essential:
Matric or equivalent Senior Certificate
Degree in B. Pharm, Registered tutor, Registered with the Pharmacy Council
Minimum of 2 – 3 years retail pharmacy experience
Advantageous:
Retail experience and product knowledge
Job Specification:
Customer Interaction & Communication
Adequately respond to chat queries in real-time within target response time.
Maintain customer satisfaction rating (measured via post-chat surveys).
Ensure all communication are professional, clear, and customer-friendly with zero complaints related to tone or clarity.
Participate in regular chat transcript reviews, achieving quality standards in communication and clinica advice.
Contribute to review and update of standard response templates and FAQs at least quarterly.
Provide actionable feedback to improve the “Speak to your Pharmacist” platform.
Clinical Advice & Safety
Provide accurate and evidence-based clinical advice aligned with current pharmacy practice and guidelines.
Adhere to medication safety protocols and regulatory compliance in all clinical responses.
Maintain zero adverse incidents related to incorrect advice or misinformation.
Compliance & Confidentiality
Ensure compliance with legislation, ethical standards, and confidentiality protocols.
Ensure all patient records and chat logs are appropriately documented and securely maintained with zero breaches.
Operational Support & Issue Resolution
Resolve or appropriately escalate operational queries such as medication availability, delivery, and repeat prescriptions within agreed timelines.
Maintain effective use of systems to verify stock, orders, and other operational data.
Knowledge Management & Continuous Learning
Attend all mandatory training and update sessions; demonstrate up-to-date knowledge of new medications, policies, and regulations.
Participate in at least one knowledge-sharing or continuous improvement initiative quarterly.
Keep abreast of industry trends and provide insights to management.
Stakeholder Engagement Reporting & Analytics
Collaborate effectively with internal teams, achieving a positive feedback rate from stakeholders.
Ensure smooth handover and escalation of complex queries with zero communication breakdowns.
Reporting & Analytics
Compile and analyse chat performance and business reports monthly, with insights leading to measurable service improvements.
Ensure accuracy and timeliness of all reports submitted.
General:
Adhere to Dis-Chem Policies and Standard Operating Procedures.
Adhere to Health and Safety rules and regulations.
Competencies:
Essential:
Strong understanding of pharmacy legislation, medicine scheduling and Good Pharmacy Practice. In-depth clinical knowledge of medicine, their use, interactions, contraindications and patient counselling practices. Familiarity with pharmacy operation, stock availability and parcel management processes. Knowledge of internal software systems.
Strong analytical and problem-solving abilities for interpreting customer queries and clinical information, with good judgment in assessing when to provide advice and when to refer while managing risk appropriately. Ability to multitask and manage several chat interactions efficiently without compromising quality.
Awareness of the role of a digital pharmacist within the environment and understanding of how operational efficiencies, patient satisfaction and digital responsiveness impact business success.
Excellent written and verbal communication skills, with the ability to explain complex medical information clearly and concisely, while conveying empathy, professionalism and the ability to manage tone and patient engagement thought text and verbal communication.
Empathy, patience and customer centric mindset, with the ability to build trust and reassure customers digitally. Collaborative mindset when working with internal teams.
High attention to detail in clinical advice and chat responses. Commitment to accuracy, compliance and continuous quality improvement. Consistent application of SOP’s and best practices in all interactions.
Ability to work independently and manage time effectively. Resilience in fast paced digital environment where query volumes can fluctuate. Accountability for delivering high service standards and meeting response targets.
Computer literacy with confidence using digital communication platforms and internal systems including the dispensary management software, SAP, Pharmacy Dashboard, Rubix and E-scripting.
Special conditions of employment:
South African citizen
MIE, clear criminal and credit record
Registered with Pharmacy Council
Occasional traveling
Own reliable transport
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.
Important:
Our sole purpose is to share new jobs in South Africa with our readers that seek employment. The job shown on this page, belongs to the Company as seen on the listing.
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