Responsibilities:

• Answering all incoming calls professionally and ensuring that callers’ issues are resolved well, providing the right information promptly.
• Handling follow-up calls for all patients assigned, ensuring a great patient experience and escalating to a Pigia Penda Provider as needed.
• Assigning all paid teleconsultations to medical providers sequentially and making follow-ups to ensure all paid patients are attended to.
• Ensuring a great experience for patients when they call or chat, achieving first-time resolution and providing adequate information.
• Responding to any inquiries on Chat na Penda and transferring/escalating medical-related chats to a Provider appropriately.
• Ensuring proper documentation in all required documents, such as call forms and EMR.

Requirements: 

• Diploma in Customer Service or any other related field.
• 2 years of Relevant working experience and having worked in a Call Center would be an added advantage.
• Basic computer skills with a typing speed of above 40 wpm
• Fluent in Swahili and English.
• Great team player with drive for results and enjoys being part of a team. 
• This is a Non - Clinical Role.