Pigia Penda Representative (Call Center)

ABOUT THE COMPANY

Penda Health is an award winning company that is transforming healthcare in Kenya by building a chain of outpatient health clinics that offer evidence-based medical care and unparalleled patient experience at surprisingly affordable rates.

JOB SUMMARY

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 wpmFluent in Swahili and English.Great team player with drive for results and enjoys being part of a team. This is a Non - Clinical Role.

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.

REQUIRED SKILLS

Written communication, Office tools: Word, Excel, Outlook, Answering telephones and call management, Customer service, Verbal communication, Customer support, CRM systems

REQUIRED EDUCATION

Diploma, Associate's degree