Our client is a non-profit organization whose mission for the last eight years has been to improve maternal and newborn health outcomes in the public health system. We work together with governments and Ministries of Health to deploy affordable and scalable solutions through public hospitals, where the majority of underserved mothers and babies receive care. Our client is seeking to recruit a Clinical and Quality Assurance Consultant can support mothers with essential information, triage clients who need urgent support, and ultimately, cost-effectively reduce maternal and neonatal mortality.

JOB SUMMARY

The clinical and quality assurance consultant will be part of the PROMPTS Ghana team. This person will provide supportive supervision to the PROMPTS Ghana Helpdesk team and processes to ensure accuracy and appropriateness of clinical content and practice on the PROMPTS platform. He/she will also contribute to the streamlining of processes on the platform to ensure that mothers’ concerns are addressed promptly, accurately, and appropriately.

KEY RESPONSIBILITIES

• Develop clinical and quality standards of practice for the PROMPTS Ghana Helpdesk. This includes the development and maintenance of standard scripts and a call quality assurance scorecard and checklist.
• Develop and maintain call evaluation metrics and criteria for Helpdesk agents including but not limited to: Level of service knowledge, clinical education guidelines, issues resolution ability, the level of engagement with the clients, grammar, punctuation, and courtesy.
• Listen in to some calls to ensure the Helpdesk standard operating procedures and scripts are followed appropriately and quality standards are met and score the General and Clinical Helpdesk agents based on the evaluation criteria.
• Meet bi-weekly with the Helpdesk team to identify areas of improvement for the team based on Quality Assurance scores and organize or administer additional training for staff, as needed.
• Work with the implementation research partner and the Jacaranda Health leadership team to identify common areas where additional support or resources are needed to improve performance. This can be done by analyzing weekly data.
• Provide monthly reports on clinical and quality assurance, Helpdesk evaluation and areas of improvements of PROMPTS to the Program Manager and Helpdesk team in Kenya.

KEY PERFORMANCE AREAS

• Volume of calls analyzed against incoming escalations.
• % of team members meeting the set 90% quality audit on tickets monthly
• % of team members meeting the set 90% quality audit on calls monthly
• Timely monthly reports submitted to the program manager

QUALIFICATION, KNOWLEDGE, AND SKILLS

• Diploma/Bachelor’s degree in Nursing/Midwifery.
• Minimum of 10 years’ relevant experience in clinical practice, research, medical content creation, maternal, newborn health knowledge and team management.

Technical Competencies

• Skilled in the diagnosis and management of maternal and newborn health-related conditions in line with national policies and treatment guidelines
• Experience in coordinating obstetric and newborn emergency referrals within the health system
• Tech savvy, proficient in MS Office and G-Suite (Excel, PowerPoint and Google Sheets)
• Health worker training and management experience
• Quality assurance
• Stakeholder engagement

JOB BRIEF

Our client is a non-profit organization whose mission has been to improve maternal and newborn health outcomes in the public health system. We work together with governments and Ministries of Health to deploy affordable and scalable solutions through public hospitals, where the majority of underserved mothers and babies receive care. Our client is seeking to recruit a Qualitative Data Analyst (Short-term Consultancy) will be responsible for carrying out qualitative data collection and transcription, lead the analysis and reporting of transcribed data for a study.

KEY RESPONSIBILITIES

1. The Qualitative Data Analyst will lead the coding, analysis and report writing for data derived from 8 Focus Group Discussions and 24 Key Informant Interviews.
2. Carrying out qualitative data collection and transcription Oversee the operations and development of the company’s finance department including creating and reviewing policies, budgeting, training, and conducting regular assessment of financial procedures.
3. Reporting of findings from the coding and analysis of transcripts in accordance with the objectives of the study using NVivo software.
4. Report detailing findings from the qualitative analysis and recommendations for programmatic adaptations and scale, based on the findings of the qualitative analysis
5. Dissemination of report to research and program team as appropriate
6. Other duties as assigned.

JOB REQUIREMENTS

1. Minimum Educational requirement: Bachelor’s Degree in relevant field; Master’s Degree in Public Health, Social Sciences or other relevant field is a plus
2. Minimum of 3 years of research and qualitative data analysis experience
3. Knowledge of and experience with the Ghana health system; experience with Maternal and Newborn Health (MNH) projects is a plus
4. Demonstrable experience with NVivo or other qualitative data analysis software
5. Strong research report writing skills
6. Fluency in English (spoken and written); Familiarity with Twi (spoken and written) is a plus
7. Ability to produce high quality work under tight timeframes

Our client is a non-profit organization whose mission for the last eight years has been to improve maternal and newborn health outcomes in the public health system. We work together with governments and Ministries of Health to deploy affordable and scalable solutions through public hospitals, where the majority of underserved mothers and babies receive care. Our client is seeking to recruit a General Helpdesk Agent to help improve health-seeking behaviour and connects mothers with lifesaving services through referrals for additional care.

JOB SUMMARY

The general helpdesk agent will be part of the PROMPTS Ghana Helpdesk Team. The purpose of the job is to respond to all queries from mothers, escalate clinical queries to the clinical team, and call and refer mothers who need clinical care to the appropriate place and at the appropriate time. The post holder will work closely with members of the Helpdesk team, health facility associates, the field coordinator, the clinical consultant, and the quality assurance team to provide appropriate and timely answers to all questions from mothers, and call and refer mothers to care when needed within the shortest possible time.

KEY RESPONSIBILITIES

• Maintain relationships with the quality assurance team and perform all duties assigned.
• Respond to queries from users on a daily basis via SMS, phone calls and any other appropriate channels to ensure mothers have easy access to factual health information.
• Promptly identify mothers with danger signs and escalate to the clinical Helpdesk in the shortest possible time.
• Update the Q&A database as often as relevant to reflect the queries of mothers on PROMPTS.
• Alert a supervisor as soon as possible if the messaging platform and/or Salesforce is non-operational in order to ensure no disruption of service.
• Direct mothers experiencing mental health, miscarriage, baby loss, or abuse to partner organizations for proper care.
• Provide insights to the quality assurance team by collating feedback on the service received for gap identification and improvement purposes.
• Prepare weekly reports on the performance and challenges of the Helpdesk to support decision making.

KEY PERFORMANCE AREAS

• Volume of tickets resolved against incoming tickets
• % of tickets resolved within stipulated times
• % of high-priority tickets resolved within the stipulated time frame allocated for such tickets
• % of tickets appropriately identified and escalated to the clinical Helpdesk team
• % of calls meeting quality standards
• Adherence to 90%+ quality standards in answering questions

• Weekly and monthly reports submitted to supervisor

QUALIFICATION, KNOWLEDGE, AND SKILLS

• Diploma/Bachelor’s degree in Business Administration, Social Sciences, Health Promotion or Public Health.
• Minimum of 1 year of relevant experience in customer facing roles, data management, health education and health promotion relevant to Maternal and Child Health..

Technical Competencies

• Data management
• Quality assurance
• Familiarity with health promotion or health service provision
• Tech savvy, proficient in MS Office and G-Suite (Excel, PowerPoint and Google Sheets)
• Excellent oral and written communication skills in both English and Twi (oral communication in other Ghanaian languages apart from English and Twi would be a plus)
• Good typing skills

JOB BRIEF

Our client is a non-profit organization whose mission has been to improve maternal and newborn health outcomes in the public health system. We work together with governments and Ministries of Health to deploy affordable and scalable solutions through public hospitals, where the majority of underserved mothers and babies receive care. Our client is seeking to recruit a Clinical Helpdesk Agent (Short-term Contract) will be responsible for responding to all clinical queries from mothers, call and refer mothers who need clinical care to the appropriate place and at the appropriate time.

KEY RESPONSIBILITIES

1. Maintain relationships with the clinical consultant and quality assurance team and perform all duties assigned.
2. Respond to queries from users on a daily basis via SMS or phone calls, and any other appropriate channels to ensure mothers have easy access to factual health information.
3. Identify danger signs of mothers, triage them, accordingly, call them and refer them to care as needed and within the shortest possible time.
4. Respond to all medically advanced questions directed to the Helpdesk and other questions from mums.
5. Seek advanced medical input from team medical professionals (e.g clinical consultant) when appropriate.
6. Update the Q&A database as often as relevant to reflect the queries of mothers on PROMPTS.
7. Alert a supervisor as soon as possible if the messaging platform and/or Salesforce is non-operational in order to ensure no disruption of service.
8. Direct mothers experiencing mental health, miscarriage, baby loss, or abuse to partner organizations for proper care.
9. Provide insights to the quality assurance team by collating feedback on the service received for gap identification and improvement purposes.
10. Prepare weekly reports on the performance and challenges of the Helpdesk to support decision making.

JOB REQUIREMENTS

1. Diploma/Bachelor’s degree in Midwifery.
2. Minimum of 2 years of relevant experience in Maternal and Child Health
3. Skilled in the diagnosis and management of maternal or new born health-related conditions in line with national policies and treatment guidelines.
4. Have Passion for mothers and children
5. Ability to multitask effectively
6. Ability to work in a shift-based system
7. Excellent oral and written communication skills in both English and Twi (oral communication in other Ghanaian languages apart from English and Twi will be a plus)
8. Good typing skills
9. Tech savvy, proficient in MS Office and G-Suite (Excel, PowerPoint and Google Sheets)