Job Title: Medical Call Center Agent (Nurse) – Healthy Entrepreneurs Uganda Jobs 2021
Organization: Healthy Entrepreneurs (HE)
Duty Station: Kampala, Uganda with flexible working hours (weekend duties and evening shifts)
Healthy Entrepreneurs (HE) Profile:
Healthy Entrepreneurs (HE) is a social business enterprise originating from The Netherlands, with activities in several countries in Eastern Africa. HE is specialized in the implementation of last mile distribution models of reliable products and information that enhance health and the quality of life for people living in hard to reach and remote areas. Healthy Entrepreneurs provides access to basic health care for people living in remote areas through a franchise-model of micro-entrepreneurs with the Community Health Entrepreneurs (CHEs). We are a dynamic, innovative, and agile organization that aims to complement the public healthcare provision through a private model.
Job Summary
Will be responsible for answering incoming Health and business calls, utilizing company policies and health guidelines to solve client issues, and directing calls to the managerial team, superiors in various departments when necessary.
HE is implementing a telehealth solution: a national Call Center for all VHTs in Uganda. This is a cost-effective and fast way to respond, as it offers VHTs an effective platform for inquiries within the community and provides up to date information, remote assessment and consultations about COVID-19, primary health conditions, and healthy lifestyles. HE’s Call Center provides advice about common infectious conditions including COVID-19, malaria, pneumonia, diarrhea and common cold, but also around non-communicable diseases, nutrition, and healthy lifestyles. Within the telehealth solution, each consultation includes the identification of symptoms and a decision with follow-up actions. The result could be self-management which includes treatment, a follow-up call or referral to a health center or hospital. In case of a suspected COVID-19 case, the district Ministry of Health is informed for further follow-up. Nurses are the first line in the call center and are trained to examine all signs/symptoms via triage, with specific attention to risk stratification and co-morbidity, which is a serious treat in relation to COVID-19. All clients are registered in a digital system, in which follow-up actions can easily be monitored. Various clinicians can be referred to in case further review/assessment is necessary (which the triage will indicate). Based on the triage, a tailored advice will be provided to all clients.
Roles and Responsibilities:
Customer relations
- Greeting customers in a prompt and friendly fashion
- Building rapport with customers by showing an engaging, kind, and helpful attitude
- Providing outstanding service to customers/visitors
- Build sustainable relationships and engage customers by taking the extra mile
Telehealth services
- Manage large amounts of health inbound and outbound calls in a timely manner
- Completing calls in a manner that maintains quality and quantity
- Identifying and/or escalating health issues for resolution
- Performing triage by examining a client’s (medical) history and signs/symptoms, and entering the flow of data into a mobile app, computer system, program, or database
- Assisting customers/callers by providing tailored, quality advice and information, answering questions, and/or referring calls/inquiries as necessary, based on triage
Reporting & company performance
- Meet personal/team qualitative and quantitative targets
- Make routine shift reports
- Participate and contribute actively in company/departmental meetings whenever necessary
- Assist in training new nurses/other agents that join the call center team (on triage, IT system, client-orientation), if requested
Minimum Qualifications:
- Diploma or certificate in Nursing from a recognized institution
- Language proficiency (Multi-Lingual): English, Runyankole, Rutooro / Rukonjo are a must with any two of the following language combinations:
- Luganda
- Lusoga
- Runyoro
- Swahili
- Enthusiastic, upbeat personality; mature, professional demeanor and team player
- Client-oriented with commitment to quality and high performance
- Strong customer service, communication, and problem-solving skills
- Able to work under pressure, fast learner
- Proficiency with mobile and computer applications, such as MS Office, and typing skills
- Being able to work from home is of added advantage
- Community based work experience is of added advantage
- Any qualifications in business and IT are of added advantage
- Previous engagement in call center activities is of added advantage
How To Apply for Healthy Entrepreneurs Uganda Jobs 2021
All suitably qualified candidates Please send your CV and motivation letter ASAP to nicole@healthyentrepreneurs.nl
Deadline: As soon as possible
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