The Pigia Penda Representative role is a crucial non-clinical position within Penda Health's call center operations, focusing entirely on telecommunication and customer support to ensure a seamless and positive patient experience. Penda Health is an award-winning startup company dedicated to transforming healthcare in East Africa by building a chain of outpatient health clinics that offer evidence-based medical care and unparalleled member experience at surprisingly affordable rates.
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 assigned patients, ensuring a great patient experience and escalating complex issues to a Pigia Penda Provider as needed.
- Assigning all paid teleconsultations to medical providers sequentially and making necessary follow-ups to ensure all paid patients are attended to efficiently.
- Ensuring a great experience for patients when they call or chat, striving for first-time resolution and providing adequate information.
- Responding to all inquiries on Chat na Penda and accurately transferring or escalating medical-related chats to a Provider where appropriate.
- Ensuring proper documentation in all required internal documents, such as call forms and Electronic Medical Records (EMR).
Requirements
Education & Experience
- Diploma in Customer Service or any other related field.
- Minimum of 2 years of relevant working experience. Prior experience working in a Call Center environment is highly advantageous.
Skills & Attributes
- Basic computer skills are essential, with a minimum typing speed of above 40 words per minute (wpm).
- Must be fluent in both Swahili and English.
- Demonstrated ability to be a great team player with a strong drive for results and a genuine enjoyment of working collaboratively within a team.
- This is confirmed to be a Non-Clinical Role.
