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:

• Answering all incoming calls professionally and ensuring that callers’ issues are resolved well, providing the right information promptly.
• Handling follow-up calls for all patients assigned, ensuring a great patient experience and escalating to a Pigia Penda Provider as needed.
• Assigning all paid teleconsultations to medical providers sequentially and making follow-ups to ensure all paid patients are attended to.
• Ensuring a great experience for patients when they call or chat, achieving first-time resolution and providing adequate information.
• Responding to any inquiries on Chat na Penda and transferring/escalating medical-related chats to a Provider appropriately.
• Ensuring proper documentation in all required documents, such as call forms and EMR.

Requirements: 

• Diploma in Customer Service  or any other related field.
• 2 years of Relevant working experience and having worked in a Call Center would be an added advantage.
• 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. 
• This is a Non – Clinical Role.