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:

• Handling of incoming chats on Chat na Penda with a focus in generating leads to maximize conversion for telemedicine from prospective customers.
• Answer all incoming calls professionally and ensure that callers’ issues are resolved well, given the right information and within a short time possible.
• Handling of follow-up calls for all patients assigned with great patient experience and escalating to a Pigia Penda Provider as appropriate.
• Assign all paid teleconsultations to medical providers in a sequential manner and make follow-ups to ensure all paid patients have been attended to.
• Ensuring great experience for patients when they call or chat i.e first time resolution and adequate information as much as possible.
• Respond to any enquiries on Chat na Penda and transfer/escalate medical related chats to a Provider appropriately i.e. laboratory and prescription requests within the stipulated TAT.
• Adhere to the set out guidelines, SOPs at the Penda for efficiency
• Redirect calls as appropriate to the relevant departments and take adequate information all the time.
• Ensure smooth coordination of inquiries/ patient information flow between Pigia Penda and the Medical Centers.
• Help the providers coordinate drug delivery as part of the telemedicine to achieve the Pigia Penda goals.
• Ensure proper documentation in all the required documents, i.e. call forms and EMR.
• Attend to all training assigned internally or externally
• You may be assigned additional tasks within the call center by the Pigia Penda Manager.
• Be a great teammate and go above and beyond by actually making your teammates love their work.
• Work well with other colleagues and go above and beyond what is expected from you.
• Perform your duties in the spirit of Penda’s Vision and Values.

Requirements: 

• Diploma in Customer Service  or any other related field.
• 2 years of Relevant working experience and must have worked in a Call Center /Customer service setting before.
• Basic computer skills with a typing speed of above 40 wpm
• Fluent in Swahili and English.
• Great team player with drive for results and enjoys being part of a team.
• Outstanding patient interaction skills are a must