Summary
Date Posted: Wednesday, March 16, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Job Summary
Jacaranda Health is seeking a talented individual for the role of Clinical Helpdesk Agent for her Nairobi office. The purpose of the job is to provide first line management oversight of the Helpdesk Agents to ensure they have the operational support they need to respond to mothers’ questions promptly, adequately and accurately.
Location: Based in Nairobi, Kenya.
Reports to: Helpdesk Manager
Preferred start date: April 1, 2022

Main Responsibilities
• Respond to 300+ queries from users on a daily basis via SMS and any other channels such as Facebook and Telegram to ensure easy access to factual health information.
• Identify danger sign mothers, triage them accordingly, call them and refer them to care as needed
• Respond to all medically advanced questions from the team and other questions from mums
• Seek advanced medical input from other team medical professionals (nurse mentors, ObGyn) when appropriate
• Update the Q&A database as applicable and alert a supervisor if the messaging platform and/or Salesforce is non-operational in order to ensure no disruption of service.
• Direct mothers experiencing mental health, miscarriage, baby loss, or abuse to partner organizations for proper care.
• Provide insights to the Q&A team by collating feedback on the service received for gap identification and improvement purposes.
• Prepare daily reports on the performance and challenges of the Helpdesk to support decision making.

Requirements
• Diploma/Bachelor’s degree in Nursing or Clinical Medicine
• Minimum of 1 year of relevant experience in Maternal and Child Health
• Experience or familiarity with maternal or newborn health
• Tech savvy, proficient in MS Office and G-Suite
• Ability to translate written answers between English and Kiswahili (and vice versa)
• Good typing skills
• Passion for mothers and children
• Self-starter
• Excellent oral and written communication skills in both English and Kiswahili
• Dependable and upholding the highest level of honesty and confidentiality
• High attention to detail and problem-solving skills
• Proactive, self-motivated and team-oriented
• Ability to multitask effectively
• Ability to withstand demanding targets; does well under pressure

Contract Period
This position is expected to be a contract of 12 months, renewable.

Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

Job application procedure
Interested candidates should send their applications to jhslcareers@jacarandahealth.org
No hard copies required or accepted.
https://jacaranda-health.hirehive.com/job/94799/clinical-helpdesk-agent-nairobi

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