MEDICAL OFFICER FOR TELETABEEB

Karachi, Pakistan

GENERAL PURPOSE:

The duties of a “Medical Officer” are to cater for the transferred calls from HAIO and advice as per disease summaries available in the system. If caller needs any prescription then s/he may prescribe only OTC drugs via text message from TH Cell phone. S/he is responsible for identifying the areas where the capacity building of agents is required and plan and facilitating for the training accordingly. S/he must help in the revision of Medical disease summaries periodically and recommend modifications if needed. She must facilitate for all the ongoing and new projects of TeleTabeeb whenever assistance is required.

JOB RESPONSIBILITIES & AUTHORITIES:

• Provide support for inbound calls transferred by HAIO by guiding the callers with an initial assessment of medical complaints and advising them based on the recommended Medical Disease Summaries available in the system
• S/he may prescribe only OTC drugs if needed only via text message
• Maintain proper data of disease identified and advice given as per the system
• Assist in the ongoing and upcoming projects for Teletabeeb whenever required
• Prepare content and assist in execution of bimonthly sessions for the ongoing project of TeleTabeeb
• Identify key areas for capacity building of agents and facilitate the monthly training sessions for improved learning of the staff
• Review disease summaries periodically and recommend modifications if needed
• Provide Health Advise/ General Health Information on both inbound and outbound calls.
• Maintain floor decorum and punctuality as per the defined protocol
• Ensure > 100% attendance a month except the cases where it is unavoidable only after official approval from the Manager of Operations
• Build credible relationships with the colleagues and assist them in their learning
• She must ensure the following protocols:
• Data entry accuracy: > 90%
• Provide Medical Assistance on both inbound and outbound calls.

COMPETENCY MATRIX:

Technical Skills

• Sound knowledge about the methods related to family planning and their common side effects
• Knowledge about reproductive sexual health and rights
• Familiarity with the tools, concepts and methodologies of training
• Must be computer literate with familiarity of MS office and the Internet
• Sound knowledge about the common medical terminology and facts

• Knowledge and skills in managing emergency cases
• Knowledge about the latest trends in the medical sciences
• Awareness on the national and local health policies

Management Skills

• Leadership Skills – Should be able to manage the stressful situations in an emergency and uncertain situation.
• Good counseling and 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 care and services.

Pleasant personality and flexibility for rotational shifts.

Male: 3 shifts, Female: mornings & evenings.

Floor Decorum: above 90%Authorities: Medical advice & OTC drug prescription

Qualification: 

• Medical Graduation (MBBS) approved by PMDC.
• Certification in Family Planning & sexual reproductive health is preferable
• Certification in Training and Development is preferable

Work Hours: Six days a week (48 hours/week), but must be available for 24/7 on call.

Experience: 

• Fresh graduates can apply,  clinical working experience related to the Hospital/Clinical practice (Directly patient interaction) is preferable
• Minimum 1-year experience in facilitating the training of Health Care Providers

Age: 30 to 45 years, the above 50 years are also acceptable in some special conditions i.e. expertise in facilitation of the training.

Gender:  Female/Male

Training/Courses : Call Center Etiquette, Basic Communication and Counseling  Skills, Basic Computer Skills, Clinical Medical and Diseases Summaries, Family Planning, Reproductive Health, Sexual Health & Rights, Gender base values, and Training Skills are preferable