Primary responsibilities will include:

• Working closely with the outreach facilitators and programme team at WJCF to ensure successful implementation of the project.
• Coordinating with outreach facilitators for regularly updating information about the health facilities and services
• Understanding the needs of the healthcare seekers calling the helpline and providing them support by effectively following the call script and utilising the applications/ information made available by the programme team. This would include the following:
• Helping callers in creation of their ABHA ID,
• Administering an adaptive health assessment tool to capture the callers’ presenting symptoms, leading to generation of their EHR,
• Presenting options to the caller in terms of health facilities where they can visit to seek care,
• Booking a ticketed appointment for the health facility chosen by the caller, and
• Following-up with the healthcare seeker to assess if they were able to avail the services and if they need any further support.
• Providing regular feedback to WJCF Program Team on how to further improve the services being extended through the project.

• Demonstrated ability to follow standard practices and procedures, receive general instruction and supervision on work progress, and make significant contribution to end results.
• Excellent communication skills – ability for active listening, and clear verbal communication skills.
• Prior experience as call centre executive (particularly for health-related helplines) would be an added advantage.
• Strong knowledge of MS Office applications and other common software applications and online services.
• Fluency in Hindi and working knowledge of English; candidate should have ability to communicate effectively with rural callers in Madhya Pradesh.

Project Background:
 
Over the years, Government of India has taken significant strides towards achieving universal access to equitable, affordable, and quality healthcare services, by extending a range of health schemes/ programs that provide access to primary, secondary, and tertiary care through public health facilities. To consolidate and further augment the provision of health services, the Hon’ble Prime Minister of India launched Ayushman Bharat Yojana in 2018 which has four key pillars, namely, Ayushman Bharat Health and Wellness Centre (AB HWC), Ayushman Bharat Pradhan Mantri-Jan Arogya Yojana (AB PM-JAY), Ayushman Bharat Digital Mission (ABDM), and Ayushman Bharat Health Infrastructure Mission (AB HIM). Each of these pillars complements and enables the others, thereby enabling the holistic delivery of health services.
 
Specific national level helplines have also been established to support healthcare seekers in obtaining necessary information to reap the benefits extended through each of these pillars (especially the patient facing ones such as ABDM and AB PM-JAY). For instance, AB PM-JAY provides a toll-free helpline number (14555) to ensure that the beneficiaries can:
check their scheme entitlement,

• understand the process of getting an Ayushman Card,
• get ready access to information about the health facilities in their district,
• share their feedback on the services after availing them, and
• register complaints or grievances.