Job Openings at The Murtala Muhammed Foundation (MMF)

⏲ Feb 11, 2021, 9:32 PM
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The Murtala Muhammed Foundation (MMF) is a not-for-profit organization founded with the mission of improving the living conditions of Africans by implementing projects contributing to the reduction of poverty, empowerment of women, elimination of conflict, and promotion of self-reliance and development.

We are recruiting to fill the position below:

Job Title: Medical Doctor

Location: Ikoyi, Lagos
Employment Type: Full-time

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 maintaina professional and positive attitude.
Demonstraterespect forour patients and team members inevery 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.

Job Title: Clinical Lead

Location: Ikoyi, Lagos
Employment Type: Full-time

Position Summary

The responsibilities of the doctor, clinical lead is tocoordinate 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

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the "Job Title" as the subject of the email.

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