At mPharma, we start and end our day thinking about how we can enable patients to afford their medications. We're a small but growing team of 400+ members, headquartered in Accra, Ghana, backed by mission-driven investors. We've joined hands with third-party payers, drug manufacturers, and healthcare providers to develop products and services that directly reduce the costs of prescription drugs for patients. In only a few years, we've managed to provide low-cost, high-quality medicines to hundreds of thousands of patients across four African countries (Ghana, Nigeria, Togo, Benin).

Position Description

mPharma is looking for a responsible and trustworthy professional with high work standards to join our team as a Retail Medicine Counter Assistant (MCA). Working closely with the Pharmacist, the MCA provides a confidential, friendly, efficient and professional healthcare service to the public: serving customers, handling over-the-counter and prescription-related requests politely and courteously, managing stock, and keeping the shop floor well merchandised, clean and welcoming.

Responsibilities

Serve customers and make sales

1. Welcome customers, answer their questions, help them locate items, and provide excellent service that contributes to the branch sales target.
2. Receive and verify incoming prescriptions in line with the law and procedures, and route them to the Pharmacist for clinical assessment and approval.
3. Refer all clinical and drug-information questions to the Pharmacist, including symptoms, suspected adverse drug reactions, dosage, interactions, and pregnancy/breastfeeding concerns. Do not diagnose, prescribe, recommend prescription-only medicines, make unauthorised substitutions, or release medicines before the required professional check.
4. Sell pharmacy products and services ethically, without misleading claims or pressure selling.
5. Process sales, payments, receipts, refunds and approved discounts accurately; give accurate availability and price information.
6. Protect customer confidentiality, and escalate urgent symptoms, medication errors and complaints to the Pharmacist promptly.

Order, receive and manage stock

1. Shortlist items at or below the Minimum Order Point daily, and report low stock, unusual demand and potential stock-outs.
2. Check and list incoming goods in the stock book (name, strength, form, quantity, batch, expiry, condition), escalate discrepancies, and perform mini stocktakes ahead of ERP receipting by the MCA Team Lead.
3. Tag incoming goods with prices, then shelve and replenish depleted stock.
4. List expired stock in the Expiry Management Book, sign it, and present it to the Pharmacy Manager for signature; move expired, damaged, recalled or suspect products to the designated area and never return them to saleable stock without authorisation.
5. Keep accurate records of transfers, returns and stock movements, and report suspected theft, unexplained variances, cold-chain concerns and storage deviations to the Pharmacy Manager.
6. Store products under the manufacturer's conditions and approved pharmacy procedures.

Merchandise, shelf display and ambience

1. Arrange products in FEFO (First Expiry, First Out) order with inscriptions reading left to right; do not turn products upside down unless the Pharmacy Manager expressly permits.
2. Fill shelf gaps by shortlisting depleted products for replenishment.
3. Dust and clean shelves, equipment and products, and sweep and mop floors daily and as needed.
4. Follow infection prevention, hygiene, waste management, fire safety and health-and-safety procedures; report spills, hazards and incidents promptly.

Systems, records and compliance

1. Use the ERP, point-of-sale and inventory systems accurately and only with authorised access; never share login credentials or disclose confidential records.
2. Record transactions and stock movements promptly, and report system errors or suspected data inaccuracies.
3. Adhere to mPharma SOPs and applicable regulatory requirements.

Embrace teamwork

1. Collaborate with the Pharmacist, Pharmacy Manager, MCA Team Lead and colleagues; share information and ideas that support the smooth operation of the pharmacy.
2. Communicate shift handovers, pending orders and customer follow-ups clearly; attend required meetings and trainings; accept feedback and suggest practical improvements.
3. Contribute to any other tasks assigned by management and the Pharmacy Manager that are critical to the pharmacy's continued success.

Accountability and Key Performance Indicators (KPIs)

Our Ideal Candidate

1. Passionate about mPharma's mission to increase the accessibility and affordability of high-quality medicines.
2. A friendly, courteous communicator who relates effectively with people at all levels and has good telephone manners.
3. A self-starter who takes responsibility and initiative, and stays calm under pressure.
4. Customer-focused with strong selling skills, who takes pride in a tidy, well-organised pharmacy.
5. Reliable, punctual and professionally presented, and comfortable following SOPs and seeking guidance when unsure.

Qualifications

1. MCA Certificate
2. PC license to practice
3. 2+ years of professional experience in a retail space
4. Microsoft Office user, particularly for Excel
5. Fluent oral and written English