Job Title
Contact Centre Executive
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Company
Description
ROSE Foundation (Removing Obstacles to cervical ScrEening) is a health non-profit that implements programs throughout Malaysia focusing on cervical screening featuring self-sampling by women themselves and related health education and advocacy for cervical cancer elimination.
The ROSE Foundation is currently looking for dynamic and proactive candidates for the position of Contact Centre Executive.
The Contact Centre Executive will work under and in close collaboration with the Contact Centre Lead to facilitate engagement and navigation of care for participants and healthcare providers of the ROSE cervical screening program. The Contact Centre Executive will work under the direction of the Contact Centre Team Lead.
The Contact Centre Executive will be based in ROSE Foundation, University of Malaya Kuala Lumpur.
Responsibilities
- Execute contact centre operations for all inbound and outbound contacts through a variety of contact channels including phone call, message, email and mail.
- Perform follow up with participants tested positive to encourage timely progression along care pathways.
- Coordinate engagement with healthcare providers to facilitate progression of participants along care pathways.
- Troubleshoot delivery of screening test results, exceptions and escalated enquiries.
- Drive high quality performance of contact centre operations by ensuring that contacts are managed sensitively, effectively, consistently and in a timely manner.
- Execute timely, accurate and reliable registry data entry and implement security and privacy standards in management and transmission of data.
- Engage with and maintain a professional working rapport with healthcare professionals, stakeholders and other relevant entities/individuals.
- Monitor and articulate participant/client/healthcare provider needs, habits, and trends, expressed and/or observed during contact and program engagements.
- Liaise with collaborators and partners to ensure ROSE’s communications ideas are aligned to communication messages.
- Support and perform quality assurance on digital healthcare system.
- Monitor, analyze and articulate ROSE participants data for reporting.
- Support and participate in ad-hoc task/projects as advised.
Requirements
- Individuals with an interest in community work, public health, women’s health and other relevant fields (preferably with a Bachelor’s degree in public health, applied social/ behavioral science or other related discipline) are encouraged to apply.
- Minimum two years of working experience in community/ health programs.
- Open, approachable and pleasant personality with strong interpersonal skills.
- Excellent organizational skills, attentive to detail and willingness to learn.
- Ability to adapt to different demands and negotiate stressful situations.
- A proactive team player who can work with a minimum of supervision.
- Competent with Microsoft Office software and preferably have good information technology skills.
- Proficient in English and Bahasa Malaysia. Ability to speak Tamil or Chinese is a strong advantage.
Job Category
Qualification
Vacancy type
Working Arrangements
Office-based
More Details
Website
https://www.programrose.org
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