Call Center Consultants at eHealth Systems Africa

eHealth Africa is focused on improving healthcare by creating effective ways to implement reliable health information management systems. We have developed eHealth and mHealth solutions that can be rapidly deployed to manage patient information, streamline clinical procedures, and provide data and analysis on health program outcomes.

Experience 2 – 5 years
Location Kano

We seek a passionate and tech-savvy Call Center Agent with a health background to support the PROMPTS SMS platform. The agent will handle inbound and outbound calls, respond to maternal health-related queries, follow up with clients, and escalate danger signs as per the clinical protocol. This role plays a key part in connecting mothers to life-saving care.

Key Responsibilities

Call Center Operations

24/7 Triage and Support: respond to incoming calls from PROMPTS users with empathy, accuracy, and professionalism. Lead triage of calls, escalate urgent cases to clinicians for diagnosis/referrals, and ensure timely resolution of maternal health queries.
Quality Assurance: Monitor call center lines to maintain caller satisfaction and resolve technical issues promptly.
Prioritize urgent referrals or platform integration, and emphasize order accuracy and service delivery timelines

Handling Customer Interactions

Answering inbound/outbound calls: Respond to customer inquiries, resolve issues, and provide product/service information
Managing complaints: Address grievances empathetically, escalate unresolved issues to supervisors, and document resolutions
Troubleshooting: Identify and resolve technical or service-related problems using available resources

Administrative and Reporting Tasks

Documentation: Log call details, update CRM databases, and maintain records of interactions
Reporting: Generate weekly/monthly reports on call volumes, trends, and customer feedback

Implementation Support

Post-call follow-ups: Ensure unresolved issues are addressed and customers receive updates
Enrollment and Onboarding: Assist Community Health Extension Workers (CHEWs), pharmacists, and facility staff in enrolling clients onto PROMPTS.
User Testing and Training: Conduct user testing and provide training to ensure seamless platform adoption. Support content validation and message testing when needed.
Participate in regular team trainings and performance reviews
Platform Integration: Support technical integrations and deployment of PROMPTS under the Project Manager’s guidance.
Technical Assistance: Provide troubleshooting, repairs, and testing to ensure uninterrupted service delivery.

Capacity Building and Best Practices

Staff Training: Strengthen the capacity of EHA Clinics staff on PROMPTS workflows and maternal health protocols.
Documentation: Identify and document best practices for stakeholder dissemination.
Ad-Hoc Tasks:
Address additional duties as directed by the Project Manager, Program Manager, or eHA Executive Director

These consultants will play a vital support role in ensuring the smooth operation and success of the PROMPTS project initiatives, with a strong focus on providing technical and logistical support while adhering to all project requirements.

Eligibility Requirements:

Prior experience in a call center or helpdesk environment is highly desirable and considered an added advantage, especially in health-related support roles.

Clinical Health Desk Agent – General Requirements:

Ideally a qualified Nurse or Clinical Officer, holding a valid Certificate of Registration and Practice License from the Nursing Council of Nigeria or a similar regulatory body.
Must have 2–5 years of hands-on clinical experience, preferably in Maternal and Child Health (MCH), with practical exposure in maternity care settings.
Alternatively, candidates with a Diploma in Health Promotion or any other health-related field and 2–3 years of relevant experience are encouraged to apply.

Additional Skills & Experience:

Must be tech-savvy, comfortable working with digital platforms, CRM systems, and mobile health tools.
Must be able to type at least 30 words per minute (WPM), and demonstrate the ability to multitask efficiently while using a computer.
A minimum of 2 years of experience in any of the following is required: Customer-facing roles in healthcare or public health programs
Clinical research or health coaching, and wellness services Medical content creation focused on maternal and newborn health
Team leadership or supervision in health-related projects