Summary
Date Posted: Wednesday, January 24 2024, Base Salary: Not Disclosed

JOB DETAILS:
Basic Function:
The Client Experience Associate (CEA) will report to the Senior Technical Officer-Client Experience and Prevention with the Technical Officer Prevention, Care and Treatment providing direct supervision. The CEA will support facilities to enhance systems for client retention for the PEPFAR/Centre for Disease Control (CDC) funded, FHI 360-led Technical Assistance (TA) Project to the Eastern Province Health Office (EPHO). S/he will serve as key resource person for maintaining client-centered systems for treatment literacy, attending to clients’ inquiries/queries/complaints and facilitation of feedback from the healthcare team.

Duties and responsibilities:
• Support the building and maintenance of a database of all clients and promote facility-client contact through various communication channels, including but not limited to telephones, emails, social media platforms, etc.
• Promote good healthcare worker attitude to improve healthcare worker-client relationship to reinforce clients’ trust and loyalty to the healthcare system.
• Support the coordination of community activities to meet clients’ case management needs
• Generate reports related to partner notification services/index testing services. client experience, client retention in care and viral suppression rates.
• Mentor facility teams on coordinating referrals, client tracking, and any other services required to improve access to quality services, including maximum client experience required to retain clients in care.
• Perform client verifications to help maintain updated client files/accounts for adherence to appointments: such as date of next laboratory test and nature of test, date of next drug pick-up at pharmacy, etc.
• Support facilities to maintain a database of clients in cohort groups, based on common factors such as dates of enrolment, dates of appointment, etc; manage and maintain up to date reports on clients’ progress towards attaining medication adherence, treatment retention and viral suppression.
• Record details of client inquiries, comments and complaints/complements, as well as appropriate actions taken; and record eventual feedback/satisfaction levels obtained.
• Perform any other duties as may be assigned.

Key Competencies
• Knowledge and experience in client experience or customer relationship management; preferably in the service industry.
• Keen project management skills with an ability to interact with and motivate others to succeed on several fronts, simultaneously.
• Effective verbal and written communication skills; with ability to operate at all levels, and both internally and externally.
• Strong analytical, and technical skills
• Self-motivated, quick learner, organized, detail-oriented, multi-tasker
• Prioritizes workload and meets deadlines for a variety of client relationship management “deliverables”.
• Demonstrates initiative with a results orientation, while exhibiting strong drive and leadership skills.
• Proficient with Microsoft Windows platform and the entire Office pro Suite; to include MS word and Excel
• Ability to manage the additional aspects of work with minimal supervision
• Knowledge and experience working with culturally diverse clients

Requirements
• Diploma in marketing, business, management or nursing administration or similar qualification. A university degree will b added advantage
• 3-5 years’ relevant experience
• Certification as professional HIV counsellors, advantage
• Experience in the field of sales, customer service or health sector
• Planning skills: able to effectively coordinate and organize client relationship operations to ensure client adherence to treatment regimens, retention on ART and eventual viral suppression.
• Communication skills: adept at interacting with clients to build and establish relationships
• Analytical skills: ability to conduct investigations to resolve complex client issues, and improved client experience.

Work Hours: 8

Experience in Months: 36

Level of Education: Postgraduate Degree

Job application procedure
• Interested and qualified? Click here to apply

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