Operator – Health Services Hotline

JOB SUMMARY  
The purpose of this role is to operate the International Medical Corps (IMC) Medical health service hotline and support the clinical team as required.

To perform this job successfully, an individual must be able to perform each essential function with or without reasonable accommodation.

MAIN TASKS AND RESPONSIBILITIES

Hotline handling
•    Serve as the first point of contact with beneficiaries on the assigned hotline.
•    Answer incoming calls and determine the eligibility of the calling beneficiary to register for the campaign, along responding to any incoming inquiries.
•    Collect adequate and necessary information from eligible beneficiaries such as name, address, contact number and condition.
•    Document information collected in the databases as directed. 

Administrative support
•    Support clinical staff with scheduling field visits.
•     Liase with registered beneficiaries and inform them about appointment date, time and location. 
•    Inform beneficiaries of documentation required for appointments. 
•    Communicate to screened patients the appointment dates, times and location with the treating surgeons, as needed and as directed.
•    Follow up with patients and ensure they are presented to the scheduled appointments and report any challenges including no-show ups to supervisors.
•    Communicate with patients after discharge from hospitals, and inquire about any challenges encountered, along follow-up appointments dates with surgeons. 
•    Keep track of initial screening date, time and place, date of 1st appointment with surgeon, date of surgery, and dates of follow up appointments for each patient, within assigned databases.

Perform other duties as assigned. The duties and responsibilities listed in this document are representative of the nature and level of work assigned and not necessarily all inclusive.

JOB REQUIREMENTS *

MINIMUM QUALIFICATIONS
•    Typically, a secondary school certificate is essential. Preferably professional qualifications with basic health knowledge.
•    Calm under pressure 
•    Good with computers and specifically Microsoft Word and Excel.
•    Understand basic medical terms 
•    Enjoy working as part of a team
•    Related experience in call operations or customer services.
•    Worked in an NGO setting
•    Worked with people from diverse backgrounds/nationalities
•    Excellent communication skills including the ability to communicate very well with others.
•    Highly organized
•    Good command of written and spoken English and required local language.

ADDITIONAL TECHNICAL OR LANGUAGE REQUIREMENTS

Code of Conduct

As applicable to this position, an individual must promote and encourage a culture of compliance and ethics throughout the organization and maintain a clear understanding of International Medical Corps’ and donor compliance and ethics standards and adheres to those standards. Staff are also responsible for preventing violations to our Code of Conduct and Ethics, which may involve Conflicts of Interest, Fraud, Corruption or Harassment. If you see, hear or are made aware of any violations to the Code of Conduct and Ethics or Safeguarding Policy, you have an obligation to report. If this is a supervisory position, one must set an example of ethical behavior through one’s own conduct and oversight of the work of others; ensure that those who report to you have sufficient knowledge and resources to follow the standards outlined in the Code of Conduct & Ethics; monitor compliance of the people you supervise; enforce the Code of Conduct & Ethics and International Medical Corps’ policies, including the Safeguarding Policy and the Protection from Harassment, Bullying and Sexual Misconduct in the Workplace Policy, consistently and fairly; support employees who in good faith raise questions or concerns.

Safeguarding

It is all staff shared responsibility and obligation to safeguard and protect populations with whom we work, including adults who may be particularly vulnerable and children. This includes safeguarding from the following conduct by our staff or partners: sexual exploitation and abuse; exploitation, neglect, or abuse of children, adults at risk, or LGBTI individuals; and any form of trafficking in persons.

Equal Opportunities

International Medical Corps is proud to provide equal employment opportunities to all employees and qualified applicants without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability or status as a veteran.

Misconduct Disclosure Scheme

All offers of employment at International Medical Corps are subject to satisfactory references and background checks. International Medical Corps participates in the Inter-Agency Misconduct Disclosure Scheme from the Steering Committee for Humanitarian Response (SCHR). In accordance with this, we will request information from an applicant’s previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures.