Current Openings at Marie Stopes

Key Responsibilities

• Provision of counselling, support, and information to MSK Clients and employees on phone
• Monthly reports showing number of clients and staff counselled.
• Data entry to analyse communication with the clients.
• Participate in provision of services undertaken at the call centre ensuring proper coverage.
• Detailed Client information captured in the call Centre database.
• Monthly agent activity and output reports

Provision of counselling, support and information to MSK Clients and who access MSK through our call centre on reproductive health and related issues.

• Counselling and providing relevant information to clients and who access MSK through our call centre on reproductive health and related issues.
• Route calls and emails to the appropriate resource
• Making outbound calls to all clients from our database to find out about their client experience   when visiting our service delivery channels and making necessary recommendation. 

 Data entry to analyse communication with the clients Activities Include:

• Enter new customer information into the system and maintain the Call Centre database.
• 100% capture of clients information  

 Customer Information Management

• Establishing and facilitating use of client staff and strategic partner’s databases to be used in strategic marketing via bulk SMS.   
• Conducting general follow ups to clients reaching our service delivery channels with specific emphasis on Family planning and cervical cancer screening.
• Capturing and continuously updating new clients information on the call centre database
• 100% follow on clients who visit MSK Centres.
• Number of clients communicated to via SMS.
• Timely escalation and resolution of all client’s queries using the defined escalation procedure.
• Adhere to policies & call centre escalation matrix.
• Quality of client’s data captured on client database.

Qualifications:

• Diploma in Nursing from a recognised learning institution. 
• Courses in customer care, communication, sales, and marketing will be an added advantage. 
• Experience in counselling and working in a contact centre. 
• Recent graduates with interest in non-bedside nursing and telemedicine are encouraged to apply.  
• At least one year working experience in an SRH organisation.  
• Customer service experience.  
• Knowledge of administration and clerical processes.  
• Good knowledge of MSK services and services delivery channels  
• Ability to work long hours and in a shift system.  
• Prior experience in a call centre environment (an added advantage). 
• Female candidates are encouraged to apply. 

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Key Responsibilities 

• Review client medical history and supporting clinical information and communicate with the client in a manner appropriate to the client’s ability to understand the procedure. 
• Conduct client clinical assessment and perform the diagnostic medical sonography examination ordered by the supervising physician in accordance with professional and facility protocols. 
• Review examination images, synthesize examination results, and prepare the preliminary findings. 
• Apply independent judgment during the sonography examination to ensure that appropriate anatomical, pathological, and clinical conditions are accurately captured in the examination images. 
• Assume responsibility for the safety of the client during the sonographic examination. 
• Maintain client privacy and confidentiality in accordance with privacy laws and facility policies, and procedures. 
• Use proper client positioning tools, devices, equipment adjustment, and ergonomically correct scanning techniques to ensure client comfort and safety, and to prevent compromised data acquisition and musculoskeletal injury to the sonographer. 
• Generate demand for ultrasound services by collaborating with internal and external stakeholders to drive client volumes. 
• Prepare exam room and ultrasound equipment to conduct sonography examinations in accordance with infections disease, sterilization, and client safety protocols, policies, and procedures. 
• As necessary, acquire additional ultrasound imaging to facilitate optimum diagnostic results for the interpreting physician. 
• Identify and document any limitations to the sonography examination and escalate as appropriate.  
• Assume responsibility for the preventive maintenance for ultrasound equipment to ensure it operates at optimal level at all times.  
• Operate the Picture Archiving and Communication System (PACS). 
• Always uphold safeguarding principles while handling clients. 

Qualifications

• Diploma in Ultrasound, Medical Imaging Sciences or Radiography from a recognized institution. 
• At least two years working experience as a sonographer in a reputable hospital/medial facility. 
• Registration with the relevant regulatory or professional body if applicable with a current practicing license. 
• Computer literate. 
• Knowledge of relevant legislations. 

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Key Responsibilities  

Measure  

This post has the following key responsibilities with related deliverables:                   

• Provision of counselling, support and information to MSIK Clients and employees  
• Accurate data entry on contact center tools to analyse communication with the clients  
• Provide overall planning and coordination of services and activities undertaken at the call centre ensuring proper coverage.  
• Monthly supervisory reports showing number of clients and staff reached out to. 
• Detailed client information in the  system  
• Monthly call centre activity and output reports  
• Provision of counselling, support and information to MSIK Clients and employees  

Activities include:  

• Counselling and providing relevant information to clients and who access MSIK through our call centre on reproductive health and related issues  
• Making outbound calls to all clients from our database to find out about their experience.
• Number of clients counselled every month  
• Monthly client feedback and experience reports  
• Route calls and emails to the appropriate resource  
• Data entry to analyse communication with the clients Activities Include:  
• Enter new customer information into the system and maintain the Call Centre database  
• Detailed client information in the system.  

Skills and Experience

Qualifications:

• Diploma in either Nursing, Clinical Medicine, Counselling, or Customer Care
• Minimum of one year working experience.

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Front Office Responsibilities

• Receiving visitors at the front desk by greeting, welcoming, directing and announcing them appropriately
• Preparation insurance claims for submission and maintenance of relationships with third party payers.
• Answering, screening and forwarding incoming calls.
• Receiving and sorting daily mail.
• Listening to client complaints and escalating promptly to the Centre Manager
• Maintains and documents petty cash usage under the supervision of the centre manager. 
• Documents actions by completing forms, reports, logs, and records as required.
• Protects organizations values by keeping patient information confidential.
• Maintains workflow by following standard operating procedures and policies.
• Maintains work operations by following standard operating procedures and policies.
• To conduct data entry and clerical tasks.
• Maintain the front office area orderly and clean.
• Screening for unstable clients at the reception area and prioritizing them.

Accounts Responsibilities

• Register client details accurately and systematically in SMART, SLADE and LCT systems
• Accurate and systematic registration of clients’ details into the electronic health records systems.
• Balances daily cash accounts at the end of end of each day in the hospital. Maintains petty cash and receives approvals from the line manager to spend.
• Correct billing of cash and credit private health insurance clients.
• Liaise with the finance team to resolve any discrepancies in daily transactions.
• Maintains all accounting records and ensures discrepancies have been reported and resolved with the line manager.
• Makes daily, weekly and monthly reconciliation and transaction reports,
• Verify details and eligibility before registration of clients.
• Collaborate closely with the Care Assistant to consistently deliver client-centered care.
• Assist clients in navigating self-service tools (e.g., tablets or registration forms

Other  Responsibilities

• Updates job knowledge by participating in educational opportunities which include attending CMEs.
• To support clients through the provision of vocal local techniques during procedures when required.
• Follows all aspects of the infection prevention protocol and assist in Infection Prevention activities as directed by the centre manager
• Ensures cleanliness of the entire facility by cleaning as instructed by the centre manager upon request.

Qualifications

• Minimum Certificate/Diploma qualification in Front office Management
• Tertiary qualification in Accounts, business studies, customer care or similar will be an added advantage.

Skills

• Minimum 2 year in office administration and accounting (Preferably in a hospital setting)
• Possess advanced computer skills and experience in MS Office
• Demonstrated high attention to detail and ability to follow through tasks to completion.
• Punctual and reliable
• Good organisation and prioritisation skills
• Ability to work with less supervision and initiative.
• Trustworthy and responsible.