Jacaranda Health Limited
Job Title: Clinical
Helpdesk Agent
Salary Range: KSHS. 35,000 – 45,000
Background: Jacaranda Health Limited operates a maternity hospital
which aims to set a new standard for maternity and childcare in East Africa. We
are combining business and clinical innovations to provide affordable maternity
and reproductive health services to middle/low-income urban women and their
families.
Jacaranda also partners with
government facilities to adapt these tools for impact in the public sector.
Our program partnerships with mission
and public facilities have grown from 3 facilities in 2015, to 15 facilities
serving over 30,000 women and babies. We are now seeking to expand our
partnerships with county level governments across Kenya. Please visit
www.jacarandahealth.org for more details.
Expectations and responsibilities
The clinical helpdesk agent will
report directly to the Senior M&E Coordinator.
Goals
·
Provide clients with accurate health
information in clear, concise language
·
Support timely and effective
referrals to health facilities
·
Ensure clients have a positive
experience when interacting with the Jacaranda Q&A platform
Expectations
·
Work in collaboration with the client
success and PROMPTS teams to respond to the 500+ questions each day from users
via SMS (possibly other channels such as Facebook and Telegram as well) that
may need a nursing input
·
Ensure sure all questions are responded
to within 1 hour (high priority questions) or 4 hours (lower priority
questions) during working hours with possibility of overtime and weekends
·
Continuously update Q&A database
as applicable and alert a supervisor if the messaging platform or FreshDesk
stops functioning
·
Support when a medical response is
needed and elevate as necessary –Seek advanced medical input from other team
medical professionals (nurse mentors, ObGyn) when appropriate
·
Refer clients to the appropriate
partner organization for specific issues (mental health, miscarriage/loss,
abuse, etc)
·
Follow-up on clients with danger
signs via phone and use a referral SOP to connect them to care in a timely and
quality manner
·
Understand clients’ perspectives and
feedback on the services they have received and communicate insights to the
Q&A team
·
Report regularly to supervisor on
message and call metrics, questions contents, answers provided, lessons learnt,
successes, challenges, solutions provided and recommendations on how to improve
the Q&A.
·
Send a weekly report to the
supervisor which may include a spreadsheet showing week’s progress
·
Send a monthly report latest by
30th/31st on the month’s progress, questions answered, lessons learnt,
successes, challenges, solutions provided and recommendations on how to improve
the Q&A.
·
Train new agents as needed
·
Coordinate with other nurses in
Jacaranda Health and its programs to make sure clients have positive
experiences.
Requirements
·
Hold a diploma or degree in nursing
from a recognized university/(medical training) college
·
Have at least 3 years’ experience
working as a nurse with RH training
·
Hold an active Nursing license from
the local Nursing Council.
○ Basic skills in neonatal/pediatrics nursing an added advantage
○ Basic skills in neonatal/pediatrics nursing an added advantage
·
Fluency in written and spoken English
and Kiswahili; ability to translate written answers between these two languages
·
Typing skills and willingness to
improve typing skills
○ Pass an online typing test. If typing skills require improvement, practice typing speed and accuracy using an online typing training system for 30 minutes per day, reporting progress to supervisor on a weekly basis until adequate speed and accuracy has been reached
○ Pass an online typing test. If typing skills require improvement, practice typing speed and accuracy using an online typing training system for 30 minutes per day, reporting progress to supervisor on a weekly basis until adequate speed and accuracy has been reached
·
Centered on clients and their
experience
·
Detail-oriented and accurate in
responding to queries from clients
·
Self-starter: interested in growing
skills, giving and receiving feedback, self-aware
·
Experience in customer-facing work,
such as customer service, customer success, research, sales is an added
advantage
·
Passion for mothers and children and
providing them with health information is a MUST!
To Apply:
Interested candidates should send
their application Cover Letters and CVs to jobs@jacarandahealth.org with the
subject line Clinical Helpdesk Agent.
Deadline: January 22nd 2020
Job Title: Research Manager
Background: Jacaranda
Health is a non-profit organization focused on ensuring that all women and
their families have access to affordable, high quality and patient-centered
maternal and newborn healthcare. Our maternity hospital serves women peri-urban
Nairobi, and has achieved international recognition as a provider of
high-quality care.
Jacaranda
Health’s non-profit arm, however, partners with government facilities to adapt
tools for impact in the public sector. Our program partnerships with mission
and public facilities have grown from 3 facilities in 2015, to 150 facilities
serving over 100,000 women and babies across 5 counties in 2019.
We
currently run two large programs which focus on increasing health-seeking
behavior amongst pregnant women/new moms and improving provider knowledge and
skills to handle emergency obstetrics, with integrated research and design
projects within each.
Our key metrics include:
·
Increasing antenatal care attendance,
postpartum care-seeking, skilled delivery care, postpartum family planning
uptake, exclusive breastfeeding for 6 months, and knowledge of danger signs
amongst pregnant women/new mothers
·
Decreasing rates of maternal and
neonatal mortality through proper management of delivery and immediate
postpartum/newborn care, as well as through facility-level quality improvements
Please
visit www.jacarandahealth.org for more details.
Job Summary: Jacaranda
Health is seeking a Research Manager to oversee high-quality project
implementation, management of team resources, and provide leadership on
utilization of incoming data. The manager will be a key focal point for program
teams, making sure all parties stay up to date on the project, have efficient
and quality processes, and have input into design and implementation.
Primary Responsibilities
·
Provide coordination and oversight
for a 3-year USAID-funded implementation research project, including managing
activities in two informal settlements, recording implementation learnings, and
liasing with external partners (i.e. county government, USAID, and
sub-contractors)
·
Manage a randomized control trial
testing the effect of SMS on exclusive breastfeeding rates in Kiambu County
Study. Oversee external evaluation, data quality, contribute to publications,
and create recommendations for next steps
·
Actively participate in the
leadership team of Jacaranda Health, providing informed opinions for strategic
direction, internal culture-building, and operations
·
Oversees data collection, analysis
(using statistical software), and monitoring for his/her programs, and
providing key insights and reports for donors
·
Contributes to grant-writing,
fundraising, and program expansion
Requirements
·
Masters Degree in Public Health (MPH,
MSC) or related field
·
Minimum of 3 years of experience in
project management including supervising teams
·
Proficient in computer skills
including Word, Excel, PowerPoint, Google Drive
·
Experience with statistical data
analysis in STATA or similar program
·
Experience working with the Kenya MOH
and/or county governments
·
Experience with grant-writing and
reporting to international donors/funders
·
Demonstrated high level written and
verbal communication skills including reports and advice for key internal and
external partners.
What would get us excited?
·
Fluency in Kiswahili
·
Experience working with NGOs
implementing health programs
·
Data analytics skills and ability to
utilize data for decision-making
·
Knowledge or experience of mobile
health programs
·
Experience with research design,
analysis, and publishing in academic journals
·
Experience working in informal
settlements
Contract Period: This position is expected to be a contract of 12 months, based
in Nairobi with up to 20% travel
To Apply:
Interested
candidates should apply through this link: https://my.hirehive.io/jacaranda-health/jobs/56135/research-manager-nairobi
No
hard copies required or accepted.
Due
to the volume of applications, only shortlisted candidates will be contacted.
