Pigia Penda Representative

Role Overview

Pigia Penda is Penda Health’s virtual platform for telemedicine and general customer support, and its representatives are the first voice or message many patients encounter. Day to day, you will handle inbound calls and chats, resolve patient questions, line up paid teleconsultations with medical providers, and follow up after treatment so care does not end when the conversation does. Your work keeps communication clear between patients and Penda Health’s medical centers, helping every interaction feel efficient, informed, and genuinely supportive.

Key Responsibilities

• Monitor incoming chats on Chat na Penda, identify prospective patients, and guide interested users toward telemedicine bookings to support conversion.
• Answer inbound calls professionally, gather the right details, and resolve caller concerns accurately and promptly.
• Make follow-up calls to assigned patients, check on their experience, and escalate to a Pigia Penda provider when clinical input is needed.
• Assign paid teleconsultations to medical providers in the order they are received and track each one to confirm the patient has been attended to.
• Respond to enquiries on Chat na Penda and route medical-related requests, such as laboratory or prescription questions, to a provider within agreed turnaround times.
• Redirect calls to the appropriate department, capture complete information, and keep patient details flowing smoothly between Pigia Penda and Penda Health medical centers.
• Support providers with medication delivery coordination as part of the telemedicine service, helping Pigia Penda meet its care goals.
• Document every interaction accurately in call forms and the EMR, complete assigned internal or external training, and take on additional call center tasks as directed by the Pigia Penda Manager.

Requirements & Qualifications

• Diploma in Customer Service or a related field.
• At least 2 years of relevant experience, including prior work in a call center or customer service environment.
• Basic computer proficiency with a typing speed above 40 words per minute.
• Fluency in both Swahili and English.
• A strong team player who is driven by results and enjoys contributing to a shared goal.
• Outstanding patient interaction skills, with the ability to follow guidelines and SOPs while keeping conversations clear and respectful.

Why Join Pigia Penda

• Work inside a dynamic call center that sits at the center of telemedicine and customer support for Penda Health.
• Grow through training opportunities assigned both internally and externally.
• Join a collaborative team culture where colleagues support one another and take initiative beyond the minimum.
• Play a direct role in advancing Penda Health’s vision and values by making care more responsive and accessible for patients.