The Ugandan Jobline

Job Title:   Medical Call Center Agent (Nurse or Clinical Officer)   

Organisation: Healthy Entrepreneurs (HE)

Duty Station:  Kampala, Uganda with flexible working hours (full time, rotating weekend duties and evening shifts)

Languages: English, Runyankole, Rutooro / Rukonjo, Ateso, Runyoro, Swahili, Luo, Lango, Alur

Reports to: Call-centre Lead (managing nurse)

About US:

Healthy Entrepreneurs (HE) is a social enterprise based in Uganda. HE specializes in the implementation of last mile distribution models of reliable health products and information that enhance health and the quality of life for people living in hard to reach and remote areas.

HE is implementing its franchise model by recruiting, training, and distributing to more than 4000 Community Health Entrepreneurs (our customers) in 30 districts of Uganda today. We are growing towards a network of 20.000 customers, serving 95% of rural Uganda by 2024.

If you would like to make difference in the lives of many, Healthy Entrepreneurs Uganda offers you a unique professional opportunity.

HE has implemented a telehealth solution, a call-centre for our Community Health Entrepreneurs. This is a cost-effective and fast way to respond, as it offers an effective platform for inquiries within the community and provides up to date information, remote assessment and consultations about primary health conditions and healthy lifestyles. HE’s call-centre 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 centre or hospital. 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.

Job Summary:  The Medical Call Center Agent will be responsible for quality of health care/service provided by phone to our end-customers living in rural and remote areas through our Community Health Entrepreneurs. Our medical team answering incoming health call and business calls (questions about sales of basic health care products), utilizing company policies and health guidelines to solve customer issues, and directing calls to the managerial team, superiors in various departments when necessary.

Key Duties and Responsibilities:

Customer relations

• Greeting customers (end-customers and/or CHEs) in a prompt and friendly fashion
• Building rapport and sustainable relationships with customers by showing an engaging, kind, and helpful attitude
• Providing outstanding service to customers/visitors

Telehealth services

• Manage health inbound and outbound calls in a timely manner
• Completing calls providing quality health advice
• Identifying and/or escalating health issues for resolution
• Performing triage by examining a client/customer’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
• Assist in training staff, new nurses/other agents that join the call centre team (on triage, IT system, client-orientation)
• Support further development of call-centre operations, processes, and service

Qualifications, Skills and Experience:

• Diploma in Nursing or diploma in Clinical Medicine from a recognized institution
• Previous experience in clinical setting is preferable
• Language proficiency (Multi-Lingual, English and two other Ugandan languages is highly preferable)
  • English is a must
  • Runyankole, Rutooro / Rukonjo
  • Ateso
  • Runyoro
  • Swahili
  • Luo
  • Lango
  • Alur
• Enthusiastic, upbeat personality; mature, professional demeanor and team player
• Customer-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 (for evening shifts)
• Community based work experience is of added advantage
• Any qualifications in business and IT are of added advantage
• Previous engagement in call-centre activities is of added advantage

How to Apply:

All prospective employees should send their updated CVs and motivation letter asap to nicole@healthyentrepreneurs.nl

Deadline: 25^th April 2022

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