HEALTH ADVISOR & INFORMATION OFFICER - KARACHI

GENERAL PURPOSE:

The duty of this position involves online registration of the callers by taking their mandatory demographic data, including but not limited to caller’s name, age, gender, contact address etc.  S/he is responsible for triaging and resolving customer concerns and/or further transferring calls to the next level according to the caller’s requirements. S/he will guide the callers with initial assessment of medical complaints and advise them based on the recommended Medical and Disease Summaries available in the system. S/he is responsible to deliver basic nursing care on phone such as supporting the callers to recover from their current illness, monitoring of their medical conditions via regular follow up calls.  S/he works collaboratively with the medical and counseling officers to provide a medical advice, emotional support, education along with counseling for prevention care. S/he also guides the client for family planning and family education according to disease summaries available in the system.

JOB RESPONSIBILITIES & AUTHORITIES:

Inbound Calls

Follow the call triage process that includes following steps;

• Registration: Standard opening of the call, call assessment, disclaimer for importance of registration, initiates the registration process as defined in the system.  
• Technical Process: After registration, assess the health query, disclaimer for the importance of questions, identify disease and based on the disease summary advice precautionary health measures to be taken as advised by the system. Family planning and family life education guidance.
• Transfer to MO/CO: Mental health related calls, transfer to CO. General health related calls transfer to MO only in cases where doctor’s assistance is required to satisfy and resolve the health query or prescription is requested by patient. Agent should transfer the call after standard closing from his/her end.
• Health directory: During the call, if doctor visit is necessary suggest doctor, give them information about nearby healthcare facilities/ specialists from the available health directory of TELETABEEB.
• Data Entry & Standard Closing: During the call, enter all the details/ information related to health query in the system side by side ensuring correct spellings and sentences. Name and details of the advice given should be written properly.

Outbound Calls

• Standard greeting, describe purpose and importance of the call (Use the opening script). Script delivery should be natural.
• Agent should be active listener and capable of dealing with critical answers.
• Agent must maintain call log and enter proper details of the respondent before hanging up the call.
• Outbound calls 200 attempts/day.

General Responsibilities

• Agent must identify the emergency cases and divert the call to CCC.
• Agent must provide additional support to the supervisor / Tele-Health for all the ongoing or/and new projects.
• Agent is responsible for maintaining floor decorum that includes punctuality, maintaining healthy relationship with colleagues, avoid walk around unnecessarily during shift timings and high pitch conversation with other call center agents. Eating within the premises of Call Center is extremely prohibited. Agent must seek permission of the supervisor a day before taking the leave.
• Agent must communicate all work related issues (including technical and operational) to the supervisor or operational manager (in the absence of supervisor) timely.
• Agent must show empathy and talk politely with the caller and try to help the caller in every possible way. Agent should use the words that are easily understandable by the caller. Agent should avoid using medical terminologies. Use of foul language for any specialist/ doctor and healthcare facility must be avoided.  
• Agent must ensure 100%% attendance in a month except the cases where the leave is unavoidable.
• Agent must take part in the capacity building trainings arranged internally and externally. 
• Agent must be capable of leading as an acting supervisor in the absence of designated shift supervisor.
• Agent must be flexible enough to change his role any time from inbound to outbound or vice versa.
• All the agents must ensure the following protocols:
• Quality Assurance score above 80%
• Maximum on break time 60 minutes/day
• Floor decorum score above > 80%
• Data accuracy above 90%
• Maximum average call delay time less than 5 seconds
• For outbound calls; minimum 200 attempts/day.
• Floor sessions/presentations > 1/month.

COMPETENCY MATRIX:

Technical Skills

• Must be computer literate with familiarity of MS office and Internet

Management Skills

• Leadership Skills – Should be able to manage the stressful situations in emergency and uncertain situations.
• Good Communication Skills particularly in listening, accent and tone.

Key Attributes

• Good command in written and spoken Urdu and English with fluency in any other local language.
• Patient – focused approach in providing healthcare services.
• Knowledge about the medical terminology and their facts.
• Flexibility to work in rotations (Day or Night Shifts).

Qualification:  3 years Diploma in the General Nursing (1-year midwifery after general nursing would add benefit) &/ OR

Bachelor in Pharmacy/ BSc in Physiotherapy &/ OR

Diploma in Community Midwife (CMW) and LHV is acceptable.

Experience: Minimum 1 year clinical working experience related to the Hospital/Clinical practice (Directly patient Interaction)

Call Center experience will be added benefit.

Family planning and family life education experience will also be counted.

Training / Courses: Call Center Etiquette, Basic Communication and Counseling Skills, Basic Computer Skills, Clinical Medical and Diseases Summaries is preferable.

Age Requirement: Min. 22 years

Domicile: Sindh

Gender: Male / Female

Location: Karachi