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, District health team or national Ministry of Health when necessary.

  • Minimum Qualification: Diploma
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description/Requirements

ORGANISATION: Healthy Entrepreneurs Uganda

DUTY STATION: Kampala, with flexible working hours (weekend duties and evening shifts) 

Reports To

The Call Center Agent will report to the immediate supervisor as determined by the company.

Job Overview

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, District health team or national Ministry of Health when necessary.

As a response to the COVID-19 pandemic, 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.


Responsibilities and Duties


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 

Qualifications

  • Diploma or certificate in Nursing from a recognized institution 

  • At least 1 year of work experience

  • Language proficiency (Multi-Lingual): English and Luganda are a must with any two of the following language combinations:

  • Lusoga

  • Runyankole

  • Runyoro

  • Swahili

  • Enthusiastic, upbeat personality; mature, professional demeanor

  • 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 are of added advantage

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