ABOUT PHARMARUN:

Pharmarun is an innovative platform that provides fast and easy access to medication by connecting businesses, healthcare professionals, and end users with a network of pharmacies, logistics providers, and finance partners. We are dedicated to improving healthcare delivery across Africa through technology-driven solutions.
We are looking for a knowledgeable and proactive B2B Customer Service Representative to join our team. The ideal candidate will have a solid background in pharmacy or healthcare, a strong understanding of medications, and experience with HMO billing portals.

REQUIREMENTS:

• Educational Background: Diploma or certification as a Pharmacy Technician, Pharmacy Assistant, or related healthcare qualification.
• Experience: Minimum of 2 years in a customer service role within the pharmacy, healthcare, or HMO industry.
• Knowledge:
• Strong understanding of medications, prescriptions, and pharmacy operations.
• Familiarity with HMO billing processes and portals (e.g., claims, pre-authorizations).
• Skills:
• Excellent communication and interpersonal skills.
• Problem-solving mindset with attention to detail.
• Proficient in using CRM tools, Microsoft Office, and other relevant software.
• Attributes:
• Ability to work collaboratively in a fast-paced environment.
• Strong organizational and multitasking skills.
• Passion for providing exceptional service and improving healthcare access.

• Order Management and Client Support:
• Process and manage orders from B2B clients (e.g., HMOs, hospitals, and corporate partners).
• Verify prescription details, ensure accurate product selection, and resolve issues related to orders.
• Serve as the primary point of contact for B2B customers, addressing inquiries and providing timely solutions.
• Medication Knowledge and Expertise:
• Leverage your pharmacy background to provide informed support on medication availability, pricing, and alternatives.
• Offer guidance on medication substitutions in collaboration with partner pharmacies and clients.
• Assist in ensuring prescriptions are filled accurately and in compliance with regulatory standards.
• HMO Portal and Billing Support:
• Navigate HMO billing portals efficiently to manage approvals, claims, and reimbursements.
• Collaborate with HMOs to resolve billing discrepancies and ensure timely processing.
• Maintain accurate records of transactions, approvals, and customer interactions.
• Customer Service Excellence:
• Provide outstanding customer support by actively listening to client needs and resolving complaints effectively.
• Maintain professional communication standards, both written and verbal, across all touchpoints.
• Proactively follow up with clients to ensure satisfaction and build long-term relationships.
• Team Collaboration and Reporting:
• Work closely with the vendor operations, logistics, and inventory teams to ensure seamless order fulfillment.
• Escalate unresolved issues to the appropriate teams and follow through until resolution.
• Prepare and submit daily, weekly, and monthly reports on client interactions, order fulfillment, and recurring challenges.