Job Vacancies at Murtala Muhammed Foundation

POSITION SUMMARY: 

The responsibilities of the doctor, clinical lead is to coordinate and oversee activities of all medical practitioners and doctors (Full time & Volunteers) on the MEDASSIST telemedicine program, manage operations and expansion of MedAssist while ensuring compassionate, effective and efficient delivery of high-quality service to the client/patients

JOB DESCRIPTION

• Coordination and supervision of the activities of clinical team members
• In liaison with Project Supervisor establish clinical team members work schedules daily and weekly.
• Organize and assign duties and tasks to clinical team members.
• Establish with the call supervisor the clinical team member work schedules monthly
• Monitor inbound and outbound call and emails responses to assess the agent’s demeanour, customer service performance, and conformity to training manuals and procedures.
• Continuous work with management on the strategy and expansion of the MedAssist Program.
• Comprehensive understanding of the process workflow, scripts and standard operating procedure (SOP) and also ensure compliance by all medical practitioners as well as train them on it.
• Ensure clinical policies and procedures comply with current state and federal regulation and also create processes on how the team can be coordinated and the project executed successfully.
• Regular review of the script for the medical practitioners on the system in line with the stipulated medical protocol as they emerge in liaison with the project supervisor
• In charge of recruitment and onboarding of new volunteers and medical practitioners
• Development and responsible for continuous training of the clinical team on the program.
• Monitor daily performance of clinical team members to ensure duties are completed accurately, efficiently and timely.
• Evaluate the performance of clinical team members and conduct verbal and written performance evaluations at least weekly in the first month and discretionary moving forward.
• Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Manage procurement, logistics, workflow management and propose a solution to improve procedures
• Any other assigned task.

SKILLS/QUALIFICATIONS

• Degree in Medicine (MBBS)
• Minimum of 4 years of work experience as a clinical lead or similar position is an added advantage
• Must have Psychology experience
• Experience in TeleMedicine/Call centre or customer care will be a plus
• Good Administrative, planning and presentation skills
• Excellent written, oral and communication skills
• I.T Savvy and the ability to understand technology and work with different software
• Must be able to consult in English and another language(Pidgin, Hausa, Yoruba)
• Fluency in a language

. Kindly note that only qualified candidates will be contacted.

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SUMMARY

The medical doctor is a clinical unit/ call centre representative responsible for interacting with patients primarily via telephone by answering incoming calls from patients and performs a range of duties.

RESPONSIBILITIES AND FUNCTIONS

• Answer inbound phone calls in a professional and courteous manner, taking appropriate action on the account.
• Screen patients using the symptoms checker.
• Enter and update correct patient data into the computer databases.
• Use computer system to respond to patients’ medical problems by referring to their history, carrying out diagnosis, treatment, counselling and referral, where necessary.
• Review and follow-up on patient accounts in a timely manner.
• Maintain call centre standards for quality and productivity.
• Observe professional ethics in maintaining confidential information acquired concerning the personal and financial status of patients.
• Comply with company policy and procedures and pertinent laws or regulations.
• Adhere to established workflow and documentation procedures.
• Ensures to escalate calls or challenges to supervisor when necessary and appropriate
• Keep up-to-date with medical developments, treatment and medication.
• Performs other general administrative tasks as directed by the clinical lead.
• Always maintain a professional and positive attitude.
• Demonstrate respect for our patients and team members in every interaction.

EDUCATION & EXPERIENCE

• Certified degree in Medicine (Essential)
• Minimum of 1 year and a maximum of 3 years of experience practicing as a primary care doctor.
• Minimum of 1 year and a maximum of 3 years of relevant experience and/or training, or equivalent combination of education and experience in a call centre/ customer service role.
• Telemedicine

QUALIFICATIONS & REQUIREMENTS

• Speaks fluently in either of the following languages: Hausa, and or Igbo.
• Exceptional phone handling skills: provides customer support in a positive, calm, and timely manner.
• Excellent interpersonal, listening, verbal and written communication skills.
• Ability to apply knowledge of office procedures and carry out tasks accordingly.
• Demonstrated attention to detail, ability to multi-task, and flexible.
• Proficient in computer usage and application of technology.
• Knowledge of customer service principles and practices.
• Capable of practising strong human relations skills, such as empathy for others.
• Must be able to work in a high call volume call centre environment with both inbound and outbound calls.
• Leadership Skills.
• Ability to quickly learn.
• Superb organizational and time management skills.
• Ability to work under pressure and take initiative in a fast-paced environment.
• Ability to work independently and in a team on assigned tasks as well as to accept direction on given assignments.
• Proficiency in Microsoft Word and Excel is a plus and must be comfortable working with computer systems and multiple applications simultaneously.
• Excellent data entry and typing skills.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• Work is performed in an office setting.
• Physical demands of position: must be able to sit for long periods of time, must have the manual dexterity to work computer systems and keyboard.

Murtala Muhammed Foundation is an Equal Opportunity Employer

. Kindly note that only qualified candidates will be contacted.