Clinician at Ilara Health

About the role:

In this role, you’ll focus on supporting communication with our esteemed clients and customers in our Telemedicine systems, Mbali Health. You will coordinate reception of calls and messaging platforms from 25 health clinics participating in the maternal health study. You will receive and respond appropriately to messages for our maternal health project to ensure that thousands of mothers receive essential services at a time when access to health is limited due to Covid-19. Mbali Health is a Practitioner<>Patient communication platform that enables us to support the delivery of care remotely, send automated reminders, tips, and follow-ups, and encourage patient retention. Features in the application include basic 2-way messaging, a consultation feature, SMS broadcast, basic patient records and MCH indicators, and daily health tips.

Period: 4Months

Responsibilities:

• Manage incoming and outgoing patient calls and messages in a timely manner and record individual outcomes
• Develop and follow communication “scripts” when handling different topics with clients
• Identify clients’ needs, clarify information, research every issue and provide solutions and or alternatives
• Build sustainable relationships and engage customers/clients by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets
• Identify and refer to emergency cases guided by the existing Standard Operating Procedures
• Engage with practitioners in the clinics to make communication easy and transparent regarding patient care and decisions on services.
• Carry out UX/UI research as required to improve uptake of the app.
• Producing accurate and timely reporting of application status throughout its life cycle.

About you

• Bachelor’s Degree or Diploma in Clinical Medicine or Nursing from a recognized Institution.
• Experience in working for or running grant-funded projects
• In-depth knowledge and experience of Kenya Health systems management.
• Excellent report writing, communication, and interpersonal skills
• Proficiency in Microsoft Suite especially Word, Power-Point, and Excel.