E-commerce & ez-pill Senior Specialist

Job Description:Implementing strategies to improve patient adherence to chronic medication regimens. This may include creating educational materials, conducting patient outreach programs, and collaborating with healthcare providers pharmacists and Nahdi care clinic team to identify and overcome barriers to adherence.
Oversee innovative solutions for imropving medication adherence programs and Ez-Pill service to ensure the smooth and efficient operation of multi-dose packaging system, maintaining the highest standards of quality, compliance, and guest satisfaction, optimizing the Ez-Pill service, driving growth, and expanding market presence while providing exceptional service to our guests.AccountabilitiesMedication Adherence program:Medication Adherence service development:

• Achieve, monitor, and track key performance indicators (KPIs) and performance of the medication adherence scores at the pharmacist, store, and regional levels, ensuring alignment with departmental strategy and goals to achieve Adherence targets and maximize guest satisfaction in line with overall company targets.
• Monitor the effectiveness of medication adherence programs and adjust based on feedback and performance metrics this may include conducting evaluations to understand the barriers to medication adherence and strategizing solutions.
• Collaborate with all the team responsible for the medication adherence program, IT, healthcare providers, pharmacists, Guest Care Center, E-Pharmacists, E-SAB, and other involved partners to identify barriers to medication adherence and develop solutions.
• Design and implement patient education and support programs to promote medication adherence in collaboration with the marketing and loyalty teams.
• Collaborate with stakeholders for implementing medication adherence journeys that aim to improve patient compliance with prescribed treatment plans.
• Creating structured protocols and initiatives tailored to the needs of diverse patient groups.

Medication Adherence team Co-ordination:

• Develop training materials, conduct workshops or seminars, schedule and manage training programs and courses for pharmacists, Guest Care Center team, new joiners, pharmacists and pharmacy staff on the importance of medication adherence, effective communication strategies, and techniques for engaging patients in their medication management.
• Manage and Implement action plan to enhance team efficiency and effectiveness to achieve adherence KPIs

Medication Adherence Guest’s user experience and communication:

• Creating and overseeing strategies to engage patients directly, helping them understand their medications, address concerns, and encourage adherence.
• Collaborate with Omnichannel team to optimize the online platform to ensure ease of access and ordering process for chronic medications.
• Collaborate with the loyalty team to review the accuracy of communications sent to guests, with the goal of achieving 100% accuracy in personalized communication and ensuring on-time delivery of reminders.
• Develop and oversee outreach programs, personalized follow-ups, and the use of technology (such as app notifications or reminders).
• Provide and analyze adherence data to identify trends, measure the impact of adherence initiatives, and generate reports to inform stakeholders about program effectiveness.

Medication Multidose Packaging Management [Ez-Pill Service]1. Ez-Pill Service Targets

• Achieve regional key performance indicators (KPIs) to measure and track performance of the service at the pharmacist, store, and regional levels, ensuring alignment with departmental strategy and goals to achieve EZ-Pill targets and maximize guest satisfaction in line with overall company targets.
• Supervise EZ-Pill revenue targets through the implementation of new initiatives such as dose reminders, solutions screens equipping pharmacists with up-to-date information including dispensing dates, next doses, and medication adherence ratios, enhancing efficiency and effectiveness in driving sales and guest satisfaction.
• Train and build awareness among the pharmacists on the EZ-Pill order creation process, from creating login credentials to order creation and payment processes through payment gateways, ensuring smooth order processing at EZ-Pill stores.

2. Ez -pills team management:

• Supervise, motivate, and develop a high-performance team to achieve operational excellence and exceed business objectives. Foster a culture of innovation, creativity, and continuous improvement among team members to achieve the KPIs.
• Manage Ez-pill Technicians in regions, oversee performance, track productivity and individual Key Performance Indicators (KPIs), apply HR policies for recognition and corrective actions to achieve sales targets and objectives (e.g. customer satisfaction, operational targets, delivery times, cost per order) in each area.
• Manage and provide ongoing training for both the EZ-Pill team (comprising technicians and ez-pill pharmacists) and the store team (consisting of pharmacists, assistants, and GCC team members) to facilitate effective knowledge transfer.
• Recognize and reward team members who demonstrate exceptional performance or go above and beyond in their roles

3. Ez-pill Guest`s journey

• Ensure the fulfillment of monthly ez-pill refill targets for guest using the developed reminder systems such business What`s app, Push notifications, SMS and Outbound tele sales calls, while meeting the prescribed NPS benchmarks to ensure that guests can refill their medications periodically.
• Supervising the entire operation of the multidose packaging units, ensuring that the workflow-from guest ordering to the delivery of the final packaged medications-is efficient, compliant, and optimized to ensure service`s quality and safety.
• Ensure seamless access of the service across all touchpoints Nahdionline, Nahdi App, Nahdi care clinic App, Tele sales, In-store and physically to enhance the flow and achieve the required guest satisfactions scores.
• Respond to guest`s feedback and adjust the service as needed to address any concerns or areas for improvement regarding the service to ensure guest`s satisfaction.
• Collaborate with marketing, loyalty and other involved team to manage marketing campaigns

4. Ez-pill stores management

• Maintain clear communication with pharmacy staff, logistics partners, and ez-pill unit specialists to ensure smooth service operation and address any concerns regarding the medication availability.
• Overseeing the drugs inventory within the packaging units, and ensure all new drugs activated to be eligible for the service ensuring that stocks are maintained at appropriate levels to meet patient demand while minimizing waste and avoid any disturbance at dispensing process
• Mange Consumables, tools, and materials stock at ez-pill stores and its periodical and continuous availability to guarantee availability of the service during the pre-defined time
• Report any incidents for the device’s breakdown of failure and ensure applying of the periodical maintenance for the devices to streamline the operations workflow.
• Ensure applying cleaning cycles and manage ezpill room devices including deblistering devices, packaging devices, quality inspection devices and POS devices in proper ways to prevent hazards, failure and ensure team and process`s safety.
• Lead home delivery captains of the ez-pill service in regions, oversee performance, track productivity and KPIs, apply HR policies for recognition and corrective actions to achieve sales targets and objectives (e.g. customer satisfaction, operational targets, delivery times, cost per order) in each area.
• Lead team engagement in regions, providing them with coaching, motivation, and support. & and implement creative and engaging initiatives to boost employee morale and satisfaction.
• Collaborate with E-commerce team to secure the proper tools for transferring and delivering ez-pill packages using cold chain and data loggers’ vehicles to commit to the delivery time and quality.
• Regulatory Compliance and service`s quality:

• Ensuring compliance with all relevant local and national regulations regarding medication packaging, handling, and quality assurance practices to avoid penalties or fines.
• Manage and implement regulatory requirements and guarantee that all teams (Specialists, Technician and delivery team) are following the policies to protect Nahdi from any violations or impact on Nahdi’s reputation.
• Staying updated on regulatory changes and industry standards.
• Apply stringent quality control protocols to ensure that all packaged medications meet regulatory standards and internal quality benchmarks. Evaluate and refine the packaging process to enhance efficiency, reduce errors, and improve overall service quality including routine audits and assessments of packaging practices.
• Implement new technologies, and implement waste reduction strategies, procedures for proper handling, storage or methodologies to streamline operations.
• Ensuring compliance with environmental regulations and waste disposal guidelines. track and report waste metrics to drive continuous improvement.
• Reporting and Data Management:

• Establishing and maintaining robust reporting systems to track key performance indicators (KPIs) and operational metrics.
• Collecting, analyzing, and interpreting data, preparing and presenting regular reports to management and stakeholders to identify trends and opportunities for improvement.
• Developing data-driven insights to support strategic decision-making.

Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.Work Environment

• Indoors : 80%
• Outdoors : 20%
• Working Days : 5 Working Days
• Days off : 2 Days Off
• Working Hours : 8:00 AM – 6:00 PM (1 hour break)

Job RequirementEducation

• BSc in s business related area (e.g. Pharmacist, Retail Management, Business Administration)

Experience

• 5 Years of Experience in Retail Management, E-Commerce management, customers complaints management, call centers management.

Computer Skills

• MS Office Suite

Languages

• English
• Arabic

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