Career Opportunities at mPharma

Job Description

• mPharma is looking for a responsible and trustworthy professional with exceptionally high work standards to join our team as a Nurse Coach.
• The Nurse Coach works within the Health Services team primarily responsible for interfacing with patients in a specially designed Disease Management (DM) Patient Support Program (PSP) with health coaching for patients with heart failure.

 
Key Responsibilities

• The health coach will be in charge of recording and maintaining a database of records for all patients who have provided consent. More specifically, he/she will be in charge of the following:
• Receiving patient consent documentation and administering mid and post-program questionnaires
• Keeping inventory and coordinating kits/materials to patients who participate in the program
• Coaching, periodic follow-up and mentoring of patients
• Follow-up specialist coaching and support via phone calls, following a standardized yet personalized approach, with regular specified interactions to assist patients with adherence, persistence and disease-specific education for a period of 6 - 9 months
• Organising and facilitating group educational seminars
• Collection of specific data and reporting to the designated contact
• Recording submitting Adverse Event reports and materials within a defined time period
• Performing any other assigned task pertaining to the role
   

Our Ideal Candidate

• Possess a dynamic and energetic personality
• Possess good patient engagement and counselling skills
• Passion for helping patients improve their health and wellness
• A strong work ethic and a “can-do” attitude that requires minimal supervision
• Fluent English with excellent writing, verbal, analytical, and organizational skills
• Strong background and up to date knowledge in cardiovascular disease management with a focus on heart failure would be an advantage

Qualifications

• Bachelor’s Degree/Diploma in nursing/Registered Nurse preferred, allied health professionals e.g Public Health, Nutrition, Pharmacy, etc will be considered.
• At least 2+ years experience working in Primary care and/or management of chronic heart failure

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Position Description 

• mPharma is looking for a call center agent with a background in healthcare management and pharmacy studies.  
• The call center agent will be the face of our B2C business (online and offline retail) and will be responsible for helping customers understand and use our services.
• This candidate will be a member of our Call Centre team in Ghana and will work with the team to deliver value and high-quality service to customers. 

Key Responsibilities

• Handle inbound and outbound calls in relation to client order to align with mPharma’s objectives.
• Follow relevant call center communication scripts when engaging clients. 
• Engage and build sustainable relationships with clients.
• Employ call center software in keeping appropriate records of all client communication. 
• Ensure clients are satisfied with the level of service being delivered by administering customer satisfaction surveys.
• Maintain and improve quality of service by adhering to standards and guidelines.
• Keep a shared log of functional/process improvements/issues for iterative purposes.
• Seize opportunities to upsell products when they arise.
• Update job knowledge continuously, and follow industry best practices.
• Meet personal/team qualitative and quantitative targets.

Our Ideal Candidate

• Is fluent in English with excellent writing, verbal, analytical, and organizational skills.
• An entrepreneurial spirit with a passion for mPharma’s mission to increase the accessibility and affordability of high-quality medicines.
• A strong work ethic and a proactive “can do” attitude that requires minimal supervision.
• Proficient in Microsoft Office Suite, specifically Excel.
• Experience working in a pharma/healthcare environment is a plus.
• A self-starter who can multitask while consistently producing high-quality deliverables.
• Works effectively as a team member and promotes collaboration.
• Exhibits creative problem-solving.    
• Has great active listening skills.
• Has exceptional interpersonal and rapport-building skills.
• Has a patient and empathetic attitude.

Qualifications

• BSC Pharmaceutical  Science, or any related program.

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Position Description

• mPharma is looking for a responsible and trustworthy professional with exceptionally high work standards to join our project team as a Customer Service  Associate for a duration.
• He/She will serve as the primary voice for developing customer relationships that promote retention and loyalty to the project in support of mPharma’s mission, vision, values, and strategic priorities.
• This role will work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
• This position reports to the Customer Service Lead.

Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Processing orders and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Owns and leads multiple customer accounts and manages relationships utilizing project management best practices.
• Serve as a product expert and provide existing customers with technical and product support where necessary.
• Create and implement procedures that optimize the customer experience
• Identify and find solutions to potential operational issues such as billing, deliveries of drugs, etc.
• Interface with supply chain departments to ensure all orders are fully serviced within agreed timelines.

Key Attributes

• An entrepreneurial spirit with a passion for mPharma’s mission to increase the accessibility and affordability of high-quality medicines
• A strong work ethic and a proactive “can do” attitude that requires minimal supervision
• Fluent English with excellent writing, verbal, analytical, and organizational skills
• Proficient in Microsoft Office Suite, specifically Excel.
• Experience in the health domain either working with multinational pharmaceutical companies, clinician settings, or other healthcare services
• Proven customer support experience
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritize and manage time effectively
• Strong interpersonal skills to network with new people and develop business relationships with a wide variety of stakeholders

Qualifications

• Bachelor’s degree in Pharmacy or related field
• 3+ years of professional experience in a healthcare organization (including internships)
• Pharmacist preferred

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Position Description 

• In order to reach its customers faster, mPharma runs a couple of warehouses and distribution centers across regions in Ghana and requires competent warehouse operatives for stock handling, picking, packing, and dispatch. 
• The role sits in the Supply chain unit and is responsible for the accuracy of deliveries as well as stock counts within the warehouses and partner facilities.

Key Responsibilities

• Supervise and coordinate the loading of outbound shipments.
• Picking and staging outbound shipments in accordance with the highest possible levels of productivity.
• Ensure inbound and outbound shipments are accurate and free of damage.
• Ensure the efficient and safe operation of all materials handling equipment.
• Assist in maintaining the security of the warehouse.
• Assist in monthly stock count preparations and execution.
• Maintain a safe and clean work environment by keeping shelves, pallet area, and workstations neatly. 
• Organize warehouse and work area for orderliness at all times.
• Supervise the use of proper safety equipment.
• Create Pick List and Load List using SAP.
• Generate Delivery Note using SAP.
• Conduct operations in a manner that promotes safety.
• Coordinating with the Transport Team on all delivery-related issues.

Our Ideal Candidate

• A minimum of 2 years of experience in the supply chain, logistics, or related fields is required.
• Basic knowledge of inventory control, purchasing, receiving, pick/pack operations and inbound test return processes is required
• An HND or degree in Supply Chain & Logistics or any related discipline is preferred.
• Experience in the pharmaceutical or general healthcare industry is a plus.
• Knowledge of SAP is a plus.
• Possesses strong communication skills and the ability to pay attention to details.
• Must be available to work in Accra.

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Position Description

• mPharma is looking for a responsible and trustworthy individual with a strong entrepreneurial mindset and exceptionally high work standards to join our Primary Care Unit as a Nurse.
• This role will be central to driving our primary care strategy and will work closely with our mutti pharmacies to offer healthcare services to thousands of patients.
• The nurse will be primarily responsible for offering basic health screenings to clients of our pharmacies through the community health program and also working with various stakeholders to expand our virtual doctor consultation service, Mutti doctor.

Key Responsibilities

• Lead the day-to-day seamless operations of Mutti doctor at the pharmacy level
• Own the implementation of weekly community health screening for the assigned pharmacy
• Educate, coach, follow up, and mentor enrolled patients.
• Build and maintain relations to drive the growth of primary care
• Deliver on agreed revenue, footfall, and Mutti registration targets for the given pharmacy
• Coordinate any materials needed to drive the success of primary care at the pharmacy

Our Ideal Candidate

• Minimum of 1-year experience working in primary care
• Good knowledge of community health and health screenings in general
• Customer service experience required
• Passionate about healthcare and developing better health outcomes for our patients
• Fluency in local languages, excellent written and verbal English skills
• Exceptional communication skills
• Strong interpersonal skills with the ability to be flexible and adaptable and comfortable with ambiguity and changing priorities
• Detail-oriented with a demonstrated ability to consistently and effectively produce quality work.

Minimum qualifications:

• Diploma in Nursing. BSc Nursing preferred.
• Must be licensed to operate by the national regulator

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Position Description

• mPharma is looking for a responsible and trustworthy professional with exceptionally high work standards to join our team as the Physician Engagement (PE) Associate.
• The PE Associate works within the Health Services team to support Patient Support Programs mainly via directly engaging with Healthcare Professionals (HCPs) in healthcare facilities (hospitals and clinics) to introduce Patient Support Programs (PSPs).
• This role entails building and managing physician relationships and marketing benefits of PSPs.

Key Responsibilities

The roles specific tasks will include the following.

• Develop marketing and engagement plans on Mutti and the Patient Support Programs and communicate benefits to specialist physicians and encourage them to refer their patients to the support program.
• Mapping and developing professional relationships with healthcare professionals in assigned therapeutic areas.
• Acting as a focal point between mPharma and sales reps of pharmaceutical companies that enlist their drugs on Mutti. This will include aligning their go-to-market strategy with our engagement plan.
• Participating in seminars and events in partnership with pharmaceutical companies that target specific HCPs to pitch Mutti and PSPs.
• Developing and maintaining and updating a database of HCPs in different therapeutic areas that are important sales channels for Mutti.
• Facilitating facility engagements and contract signing for PSPs involving the participation of hospitals and external pharmacies.
• Managing regional holding facilities and performing monthly stock and payment reconciliations.
• Assessing and reporting feedback from HCPs and patients to the Global PSP Lead to improve the delivery of PSPs.
• Routing medication requests and general queries to the Mutti delivery pharmacy and call center.
• Tracking and reporting on PSP drug dispensations and notifying relevant responsible parties of low PSP stock levels.
• Documenting and reporting all adverse events to PSP medications through the appropriate channels within the stipulated timeline as specified by the pharmaceutical company.
• Performing any other assigned task pertaining to the role.

Our Ideal Candidate

The best fit for this role would be someone who possesses the following attributes/qualities.

• Strong interpersonal skills to network with new people and develop business relationships with a wide variety of stakeholders.
• An entrepreneurial spirit with a passion for mPharma’s mission to increase the accessibility and affordability of high-quality medicines.
• A strong work ethic and a proactive “can do” attitude that requires minimal supervision.
• Strong project management background.
• Fluent in English with excellent writing, verbal, analytical, and organizational skills.
• Proficient in Microsoft Office Suite, specifically Excel.
• A self-starter who can multitask while consistently producing high-quality deliverables for a diverse set of concurrent initiatives.
• Experience working as a medical sales representative would be an advantage.
• A good understanding of the local healthcare terrain.

Qualifications

• Bachelor’s degree in healthcare administration or any health-related field.
• 3+ years of professional experience.

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Position Description

• mPharma is looking for a Delivery Rider with experience in motorbike delivery services.
• The delivery service is an integral part of mPharma’s operations, creating convenience and ensuring access to medication wherever members find themselves in the Greater Accra Region.
• The candidate will interact directly with our customers and ensure that they receive their packages on time, with excellent customer service.

Responsibilities

• Checks receipts to ensure that items appearing are the same as in packages. 
• Obtains client/patients information to verify delivery location and communicate lead time.
• Delivers assigned packages intact, within expected time frame, and adhering to map locations or verbal directions as required.
• On delivery, inspects the package with the client and walks the client through payment processes until confirmation.
• Maintains and improves quality by adhering to standards and guidelines
• Follows call center/communication “scripts” when handling different topics
• Performs other delivery duties as assigned by the business unit manager.
   

Our Ideal Candidate:

• Licensed motorbike rider with at least 2 years riding experience.
• Conversant with motorist code of conduct and use of GPS or maps.
• Ability to work efficiently with all team members within and outside the unit.
• Must pay attention to detail even under work related pressure.
• Efficient at multitasking
• Smartphone literate

Minimum Requirements:

• SHS WASSCE Certificate
• Valid motor vehicle license