Entrepreneurship in the territories: is it the right time?
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.
Key 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.
