Position:
Call Centre Executive - Care Coordination for Comprehensive Health Services, Madhya Pradesh
Overview:
The Clinton Health Access Initiative, Inc. (CHAI) is a global health organization committed to our mission of saving lives and reducing the burden of disease in low-and middle-income countries. We work at the invitation of governments to support them and the private sector to create and sustain high-quality health systems.
CHAI was founded in 2002 in response to the HIV/AIDS epidemic with the goal of dramatically reducing the price of life-saving drugs and increasing access to these medicines in the countries with the highest burden of the disease. Over the following two decades, CHAI has expanded its focus. Today, along with HIV, we work in conjunction with our partners to prevent and treat infectious diseases such as COVID-19, malaria, tuberculosis, and hepatitis. Our work has also expanded into cancer, diabetes, hypertension, and other non-communicable diseases, and we work to accelerate the rollout of lifesaving vaccines, reduce maternal and child mortality, combat chronic malnutrition, and increase access to assistive technology. We are investing in horizontal approaches to strengthen health systems through programs in human resources for health, digital health, and health financing. With each new and innovative program, our strategy is grounded in maximizing sustainable impact at scale, ensuring that governments lead the solutions, that programs are designed to scale nationally, and learnings are shared globally.
At CHAI, our people are our greatest asset, and none of this work would be possible without their talent, time, dedication and passion for our mission and values. We are a highly diverse team of enthusiastic individuals across 40 countries with a broad range of skillsets and life experiences. CHAI is deeply grounded in the countries we work in, with the majority of our staff based in program countries.
In India, CHAI works in partnership with its India registered affiliate William J Clinton Foundation (WJCF) under the guidance of the Ministry of Health and Family Welfare (MoHFW) at the Central and States' levels on an array of high priority initiatives aimed at improving health outcomes. Currently, WJCF supports government partners across projects to expand access to quality care and treatment for HIV/AIDS, Hepatitis, tuberculosis, COVID-19, common cancers, sexual and reproductive health, immunization, and essential medicines.
Learn more about our exciting work: http://www.clintonhealthaccess.org
Project Background:
Specific national level helplines have also been established to support healthcare seekers in obtaining necessary information to reap the benefits extended through each of these pillars (especially the patient facing ones such as ABDM and AB PM-JAY). For instance, AB PM-JAY provides a toll-free helpline number (14555) to ensure that the beneficiaries can:
- check their scheme entitlement,
- understand the process of getting an Ayushman Card,
- get ready access to information about the health facilities in their district,
- share their feedback on the services after availing them, and
- register complaints or grievances.
Madhya Pradesh State Health Agency (MP SHA) is responsible for the implementation of AB PM-JAY and ABDM in the state. The AB PM-JAY scheme has been implemented under the name of Ayushman Bharat Niramayam and the state is leading the charts (i.e., is ranked #1 among the states and union territories that have implemented the scheme) in terms of number of Ayushman Cards created for its citizens. However, when it comes to the utilization of the scheme (in terms of authorized hospital admission), the state’s rank drops to #8. While the state has established a state-level call centre to address the concerns and queries raised by the beneficiaries, there is significant opportunity to utilize this call centre to improve the utilization of the scheme and at the same time provide additional services to the healthcare seekers.
The state has also been making concerted efforts towards the implementation of ABDM with over 4 crore Ayushman Bharat Health Accounts (ABHAs) created (i.e., covering almost half of the state’s population), which is double the achievement at the national level where the coverage is still around a quarter of the national population. The state has also registered and verified over 13,000 health facilities on Health Facility Registry (HFR), however, the number of healthcare professionals registered and verified on Healthcare Professionals Registry (HPR) is less than 1300. Therefore, the state is now actively working on improving these numbers and engaging the private sector as well, especially in the districts of Bhopal and Sehore.
Therefore, there is a clear opportunity to utilize the state level call centre to provide additional set of services which can facilitate the healthcare seeker in receiving affordable and appropriate care in a timely manner. To capitalize on this opportunity, William J. Clinton Foundation (WJCF) proposes to support the Madhya Pradesh State Health Agency (MP SHA) in implementing an integrated call centre-based solution. This will be achieved by leveraging the state’s existing AB Niramayam call centre and enhancing the services extended through the same. These services would include:
- ABHA Creation: Supporting the callers in creation of their ABHA IDs, while making them aware about how this would help them in the long run to keep their medical records in one place.
- Triaging and Electronic Health Record (EHR) Generation: Administering an adaptive health assessment tool/ case sheet to capture the details about the callers’ reported health complaints/ symptoms, thereby creating a summary in form of an Electronic Health Record (EHR). Based on this summary and their location, providing options of care to the callers (in terms of facilities at which they can seek care).
- Ticketed Appointment and Follow-up: Providing a ticketed appointment to the caller at various facilities, i.e., at Primary Health Centres (PHCs) and Community Health Centres (CHCs) (including teleconsultations, where operational) and at private primary care providers that are registered on ABDM.
Also, providing appointments for secondary and tertiary care at government facilities, ABDM-registered private facilities and for AB PM-JAY beneficiaries, at empanelled Ayushman Bharat Niramayam facilities (public and private), as required. In addition to this, conducting follow-up calls after the caller’s every interaction with the health system to ensure that the support is provided (as required) for the caller’s next need.
Through successful implementation of this project, WJCF intends to achieve the following outcomes:
- Demonstrate the viability and usefulness of a readily scalable call-centre based solution that facilitates a patient’s health seeking journey from symptom to care completion.
- Achieve reduction in delay in healthcare among healthcare seekers in Bhopal and Sehore who are aware of the care facilitation service provided by the call centre.
- Lower the rates of AB-Niramayam related grievances and denial of services at empanelled hospitals in Sehore and Bhopal.
- Accelerate the generation of ABHA-linked records in Sehore and Bhopal.
- Improve access to timely health services, especially for women.
Position Summary:
WJCF is looking for highly motivated candidates for the implementation of an integrated call centre-based solution leveraging the existing Ayushman Bharat Niramayam scheme in the state.
The Call Centre Executive will work under the guidance of the program team of WJCF and will be the driving force behind the successful roll-out of the project. Coordinating closely with the Outreach Facilitators, the Call Centre Executive will be responsible for assisting the caller (healthcare seeker) by supporting them by extending the enhanced set of services detailed in the previous section (ABHA Creation, Triaging and EHR Generation, Ticketed Appointment and Follow-up). To provide these services to the callers, the Call Centre Executive will be trained to use mobile and/or web-based applications with the requisite functionalities and information.
This role provides an opportunity to be part of an innovative solution that has the potential to significantly improve the callers’ care seeking journey. The Call Centre Executive will work from the Ayushman Bharat Niramayam Call Centre in Bhopal.
Responsibilities:
Primary responsibilities will include:
- Working closely with the outreach facilitators and programme team at WJCF to ensure successful implementation of the project.
- Coordinating with outreach facilitators for regularly updating information about the health facilities and services
- Understanding the needs of the healthcare seekers calling the helpline and providing them support by effectively following the call script and utilising the applications/ information made available by the programme team. This would include the following:
- Helping callers in creation of their ABHA ID,
- Administering an adaptive health assessment tool to capture the callers’ presenting symptoms, leading to generation of their EHR,
- Presenting options to the caller in terms of health facilities where they can visit to seek care,
- Booking a ticketed appointment for the health facility chosen by the caller, and
- Following-up with the healthcare seeker to assess if they were able to avail the services and if they need any further support.
- Providing regular feedback to WJCF Program Team on how to further improve the services being extended through the project.
Qualifications:
- B.Sc. Nursing, Post Basic B.Sc. (Nursing) or General Nursing and Midwifery (GNM) diploma from a Nursing Institute accredited by the Indian Nursing Council OR B.A.M.S from Institutes or Indian Universities accredited by the Central Council of Indian Medicine or other similar courses.
- At least two years of prior experience of working with government/ non-profits on health program implementation.
- Demonstrated ability to follow standard practices and procedures, receive general instruction and supervision on work progress, and make significant contribution to end results.
- Excellent communication skills – ability for active listening, and clear verbal communication skills.
- Prior experience as call centre executive (particularly for health-related helplines) would be an added advantage.
- Strong knowledge of MS Office applications and other common software applications and online services.
- Fluency in Hindi and working knowledge of English; candidate should have ability to communicate effectively with rural callers in Madhya Pradesh.
To apply, please fill in this Job Application - William J Clinton Foundation (WJCF) with your details or share your updated resume with details such as (Current CTC, Expected CTC, Current Location and Notice Period) to careers@wjcf.in with the position name mentioned in the subject line.
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