Scope of work
Pigia Penda is the official Penda Health Call Center
Platform handling both Telemedicine and General Customer requests virtually.
Our Call Center Representatives play a pivotal role in maintaining smooth
communication and delivering exceptional customer service. Within our dynamic
call center environment, their core responsibilities encompass promptly
addressing incoming calls from patients, ensuring excellent customer handling,
resolving issues, escalating concerns as needed, and conducting follow-up calls
with our patients post-treatment. These efforts are crucial in ensuring that
every interaction with Penda Health is efficient, supportive, and responsive to
our patients’ needs.
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 a drive for results and enjoys being
part of a team.
- This is a Non-clinical role.
How To Apply
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