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CLINICAL OPERATIONS ADMINISTRATOR

Hydrid: Johannesburg

Salary Range: R25 000. Fixed-term Contract 

Background

EMGuidance is a trusted information-driven mobile and web-based medicines and treatment platform which supports healthcare professionals at the point of care in an unbiased manner, whilst creating insights and digital solutions for the healthcare ecosystem. We are committed to upholding our values of transparency, innovation, excellence and providing up-to-date information.

We are a globally award-winning, venture-funded med-tech start-up, based in Sandton (JHB) and Cape Town. Our team is deeply passionate about adding value and creating efficiencies for the medical professionals, patients and the pharmaceutical and healthcare organisations for which we provide solutions. We seek individuals who share these ideals and who are looking to positively impact the country’s healthcare system.

We have a new vacancy for a Clinical Operations Administrator.

Job Title: Clinical Operations Administrator

Job Overview

The Clinical Operations Administrator is responsible for ensuring that the items purchased by the customer are configured and delivered based on the company’s delivery processes. They are also responsible for supporting the customer with any issues that might arise on the items delivered.

The Clinical Operations Administrator is also responsible for ensuring that the users are verified in the sign up process. They are also responsible for supporting the users with any issues that might arise once they are accepted on the platform.

Projects and reports will also need to be executed based on requirements from the customers, user and internal stakeholders.


Job Requirements

The following points outline the job requirements:

Customer Delivery

  • Work closely with the Customer Success Manager once the client issues an order and the high level requirements document is created
  • Once the high level requirements document is signed off by the client, develop a more detailed implementation document based on what was sold
  • Ensure that all the necessary client sign-offs are received to take the customers requirements into production
  • Configure and setup with requirements in the solution
  • Clinical information review
  • Quality check of peers customer approval documents
  • Support CS with clinical queries from customer
  • Coordination of medical writers
  • Coordination of CPD accreditation

Support 

  • Ensure that the users are verified upon sign as per the company processes
  • Once the customer or user logs an issue ensure it is tracked until the customer confirms they are satisfied the issue is resolved
  • Provide regular feedback to the customer or user
  • Coordinate internal resolution of the matter and ensure team members provide feedback
  • Escalate where necessary to ensure timeous resolution
  • Share user insights with the commercial and product teams to assist penetration and increasing usage
  • Regular review and updating of playbook responses

Projects and Reporting

  • Compile and deliver reports to internal and external stakeholders as per the agreed upon reporting period
  • Execute on internal projects as per the project plan
  • Find innovative ways for operations to execute on the solution
  • Build success plans and key milestones

Clinical Support

  • Poisons updates on active ingredient monographs from source documents
  • Trade names and prep review source documents and update active ingredient monographs accordingly
  • Guideline transcription
  • Upload non-sponsored news

Other

  • Investigate new systems and processes for creating operational efficiencies
  • Review and update of SOPs
  • Content transcription 

Key Performance Areas

  • Achieve customer and user satisfaction indicators as agreed with management within specified timeframes
  • Recognized revenue targets as agreed with management within specified timeframes
  • Ensure users are verified and accepted within specified timeframes
  • Delivers an outstanding customer and user experience
  • Works in collaboration with the team, developing good working relationships.
  • Ensure quality measures are achieved as per set targets
  • Ensures compliance with EMG’s values, policies and standards, and ensures compliance with all local statutory requirements.

Skills/Attributes of Candidate

  • Action-oriented
  • Ability to take initiative and not give up
  • Ability to think out-of-the-box to gain high levels of customer satisfaction
  • Ability to set priorities and have high flexibility to adjust based on changes in priorities
  • Ability to think analytically
  • Ability to work well under pressure
  • Ability to multitask
  • Attention to detail
  • Problem solving
  • Time management
  • Good relationship building skills
  • Good verbal communication skills
  • Good written communication skills
  • An enquiring mind
  • Good planning and organising skills

Experience

  • Experience in customer and user support
  • Computer proficiency to configuring solutions on customer management systems
  • Creation of high quality documents for customer approval
  • Proficient in google suite
  • Advantageous: Previous work experience in a medical organisation

Qualifications

  • Pharmacist or Experienced Allied Health professional e.g. Post-basic Pharmacist Assistant, Nurse, Paramedic, etc or a Health Science degree

Reporting to: 

Operations Manager

UP FOR THE CHALLENGE?

Send your CV to careers@emguidance.com

If you haven’t heard back from us within 15 business days, please consider your application unsuccessful.

Applications close: 17 April 2026