Jacaranda Health Clinical Helpdesk Agent Job in Kenya

Jacaranda Health Clinical Helpdesk Agent Job in Kenya

Job Title: Clinical Helpdesk Agent

Expectations and responsibilities

The client success nurse will report directly to the Senior M&E Coordinator.

Goals

Provide clients with accurate health information in clear, concise language

Support timely and effective referrals to health facilities

Ensure clients have a positive experience when interacting with the Jacaranda Q&A platform

Expectations

Work in collaboration with the client success and PROMPTS teams to respond to the 500+ questions each day from users via SMS (possibly other channels such as Facebook and Telegram as well) that may need a nursing input

Ensure sure all questions are responded to within 1 hour (high priority questions) or 4 hours (lower priority questions) during working hours with possibility of overtime and weekends

Continuously update Q&A database as applicable and alert a supervisor if the messaging platform or FreshDesk stops functioning

Support when a medical response is needed and elevate as necessary –Seek advanced medical input from other team medical professionals (nurse mentors, ObGyn) when appropriate

Refer clients to the appropriate partner organization for specific issues (mental health, miscarriage/loss, abuse, etc)

Follow-up on clients with danger signs via phone and use a referral SOP to connect them to care in a timely and quality manner

Understand clients’ perspectives and feedback on the services they have received and communicate insights to the Q&A team

Report regularly to supervisor on message and call metrics, questions contents, answers provided, lessons learnt, successes, challenges, solutions provided and recommendations on how to improve the Q&A.

Send a weekly report to the supervisor which may include a spreadsheet showing week’s progress

Send a monthly report latest by 30th/31st on the month’s progress, questions answered, lessons learnt, successes, challenges, solutions provided and recommendations on how to improve the

Q&A.
Train new agents as needed

Coordinate with other nurses in Jacaranda Health and its programs to make sure clients have positive experiences

Requirements

Hold a diploma or degree in nursing from a recognized university/(medical training) college

Have at least 3 years’ experience working as a nurse with RH training

Hold an active Nursing license from the local Nursing Council.

Basic skills in neonatal/pediatrics nursing an added advantage

Fluency in written and spoken English and Kiswahili; ability to translate written answers between these two languages

Typing skills and willingness to improve typing skills

Pass an online typing test. If typing skills require improvement, practice typing speed and accuracy using an online typing training system for 30 minutes per day, reporting progress to supervisor on a weekly basis until adequate speed and accuracy has been reached

Centered on clients and their experience
Detail-oriented and accurate in responding to queries from clients

Self-starter: interested in growing skills, giving and receiving feedback, self-aware

Experience in customer-facing work, such as customer service, customer success, research, sales is an added advantage

Passion for mothers and children and providing them with health information is a MUST!

To Apply:

Interested candidates should send their application Cover Letters and CVs to jobs@jacarandahealth.org with the subject line Clinical Helpdesk Agent.

Deadline: December 13th 2019

Only shortlisted candidates will be contacted.

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