Marie Stopes Zambia (MSZ) seeks a Call Centre Nurse to provide comprehensive SRH information, medical advice and handle data for telemedicine clients, through its toll free 5600 number. The call centre will be operational from 8:00 till 17:00 hours Monday to Friday with recorded calls after-hours and weekends that will be attended to the following morning or Monday morning respectively. The call centre offers clients privacy which is appealing especially to adolescents and clients who live far away from the health facilities where they cannot access services. The Call Centre Nurse will also be requested to support service delivery in MSZ’s BlueStar clinic network and provide overall quality assurance support for all MSZ channels including Blue Star, Outreach and Diva sites.
Job Title: Call Centre Nurse
Location: Lusaka, Zambia
Reporting to: Clinical Services Manager
Probationary Period: 3 months
Marie Stopes Zambia (MSZ) is a results-focused social enterprise, which uses modern marketing techniques to provide family planning and reproductive healthcare. MSZ is part of the global network that is Marie Stopes International (MSI). MSZ subscribes to the MSI goal and mission, which is to prevent unwanted births and to ensure the individual’s right to Children by Choice not Chance.
It is a role requirement that the job holder must fully comply with, promote and live MSI CORE VALUES:
mission driven
customer focused
results orientated
pioneering
sustainable
people centered
Key Responsibilities
1. Overall quality inputs into service delivery points, including
Providing information on comprehensive SRH package including FP (family planning), pregnancy management, HIV counseling and testing, STI treatment and safe abortion care according to MSZ clinical protocols and any other service identified by MSZ.
Counseling of clients and provision of advice for family planning, sexually transmitted infections, HIV/AIDS and other SRH services
Advising and referring clients and callers to Blue Star clinics, outreach teams, public and private clinics and hospitals.
Developing and maintaining friendly conversation with callers and walk-in clients and keeping the clients information confidential.
Providing individualized customer service of high-standard professional level
Understanding the need of the caller and responding appropriately and in a caring manner.
Providing all information that is required by the caller with regard to the MSZ family planning and reproductive health service provision.
Listening actively to caller questions and inquiries, question appropriately for clarity of client interest and need, and provide feedback to the need of the caller as appropriate.
Generating caller interest in the FP services provided by MSZ through public and private clinics, social franchising and outreach programs.
Working as a team with the customer centre staff to better serve the clients through providing MSZ family planning services.
Directing the caller to the MSZ FP service delivery points based on the type of services required by the caller.
2. Participating in the provision of high quality care to clients including:
Proper counselling of clients, responsiveness to client needs and recognize potential medical problems and refer them as appropriate.
Adherence to MSZ clinical guidelines.
Responsible for follow-up of client in regard to any minor or major complications.
Implementing a smooth and efficient system to reduce waiting time of callers
Consistent follow up and feedback to both walk- in clients and callers.
3. Emergency Management
Handle emergency calls and refer to callers’ nearest clinic or hospital.
Report major and critical incidents to line manager immediately.
4. Monitoring and Evaluation
Record client details and client reasons for calling according to defined MSZ call centre data collection requirements
Compile monthly customer centre reports in consultation with the Customer Service Lead as required by MSZ at prescribed times
Follow up on referred clients to ensure they received the service requested
Participate in the client satisfaction survey as required by the MSZ M&E Manager
5. Keeping up to date with medical technology through frequent updates.
6. Supporting the Clinical Services Manager in quality assurance activities including:
Trainings
Supportive supervision
Quality assessment visits
7. Direct service delivery in BlueStar facilities – focussed on long acting family planning services and cervical cancer screening and testing.
Performance Measures
Conflict resolution rate without escalation
Average amount of time callers wait in the queue before they are attended to
Degree of adherence to daily schedule
Weekly clinical incident reports sent to Clinical Services Manager
Call quality
Skills and Experience
Qualifications & Requirements:
Professional nursing or clinical officer qualification from a recognised institution (professional health counseling training will be an added advantage).
Experience in providing FP and other SRH services
Excellent communication skills
Excellent customer service and interpersonal skills
Problem solving skills
Preferred NGO experience
Proficient in both spoken and written English; and able to speak at least two local languages
Computer literacy with working knowledge of MS Word and Excel is a must have.
Two years relevant experience
Attitude/Attributes:
Ability to understand as well as grasp basic client information.
Ability to cope with difficult client situations.
Should be able to analyse a client problem properly and provide logical solutions.
Understanding of the issues surrounding provision of reproductive health care services
Ability to ensure client empathy confidentiality at all times
Committed to professional development
A self-starter – able to work with limited supervision
Honest, hardworking, team player and result oriented
Pro-choice
Commitment:
Strong commitment to the aims and principles of Marie Stopes International
To apply for this job email your details to jobs@mariestopes.org.zm
Application closing date: 19th August 2016
Only shortlisted candidates will be contacted.