Call Center Representative – Telemedicine & Customer Support

About the role

Penda Health is seeking a dedicated Call Center Representative to join its Pigia Penda platform. You will be the first point of contact for patients and prospective customers, handling both voice calls and chat interactions to support telemedicine services and general enquiries.

Key responsibilities

• Answer incoming calls and chats professionally, providing accurate information and resolving issues promptly.
• Generate leads and convert prospective customers to telemedicine services through the Chat na Penda platform.
• Conduct follow‑up calls with patients after treatment to ensure satisfaction and address any concerns.
• Assign paid teleconsultations to medical providers sequentially and monitor completion.
• Escalate medical‑related chats (e.g., laboratory or prescription requests) to the appropriate provider within the stipulated turnaround time.
• Redirect calls to relevant departments, capture essential information, and maintain smooth information flow between Pigia Penda and medical centres.
• Coordinate drug delivery as part of telemedicine services.
• Document all interactions accurately in call forms and the EMR system.
• Participate in internal and external training sessions and undertake additional tasks as assigned by the Pigia Penda Manager.

Required profile

• Excellent verbal and written communication skills.
• Strong customer‑service orientation with a focus on patient experience.
• Ability to follow standard operating procedures and guidelines.
• Team player who supports colleagues and contributes to a positive work environment.

Required skills

• Proficiency with EMR (Electronic Medical Records) systems.

What we offer

• Opportunity to work in a fast‑growing, award‑winning healthcare organization.
• Exposure to telemedicine and innovative patient‑care solutions.
• Continuous training and professional development.