Associate, Care Coordination

Location

Bhopal | India

Job description

WJCF is looking for an Associate to work closely with Madhya Pradesh State Health Agency (SHA) in Bhopal to help drive the implementation of an integrated call centre-based solution leveraging the existing Ayushman Bharat Niramayam scheme in the state.

The Associate will support the Program Manager in implementation of the above solution. This would entail providing support in effective strategy development, human resource mobilization, deployment of an IT solution with help of a technology partner and build capacities to scale-up the solution across the state.

The adoption of an integrated call centre-based solution is important for the Ayushman Bharat ecosystem in two main ways:

• An integrated call centre facilitates the citizens in their care seeking journey by navigating them to the right care point based on the assessment of their healthcare needs, leading to reduction in their out-of-pocket expenditure (OOPE) and time to access formal and appropriate care.
• The care seekers feedback can be leveraged for improving the quality of care, leading to increase in utilization of benefits extended through the public health system.

This role provides an opportunity to lead the implementation of an innovative solution that has the potential to significantly improve the care seeking journey. While based out of the SHA office, the successful candidate will be supported by and work closely with WJCF s Delhi and Bhopal-based leadership team.

• Supporting the Project Manager in solution implementation.
• Supporting the development of program strategy and operational plan for integrated call centre operations.
• Collating information and maintaining the databases (of facilities, healthcare providers, and such others).
• Coordinating with the technology partner for successful deployment of their solution.
• Developing and maintaining comprehensive documentation for the AB Niramayam call centre operations (SOPs, training modules, and such others).
• Engaging with state level stakeholders to gather required information and keep them engaged throughout the project implementation.
• Capacitating the selected call centre executives on the use of different modules of the technology solution for delivering the services.

• Master s/Bachelor s degree in management, public health, engineering, digital health, public policy, or similar fields.
• Work experience of a minimum of 4 years in digital health, management consulting, public health, public policy, or allied areas.
• Proven performance in a fast-paced, results driven environment.
• Excellent analytical (qualitative and quantitative) skills and communication (written and verbal) skills.
• High level of proficiency in Microsoft Office, particularly Excel, PowerPoint and Word.
• Willingness to travel across states, as required (up to 20% travel).
• Ability to think strategically, handle ambiguity, and problem solve in a fast-paced, limited-structure, multicultural environment.
• Impeccable integrity.
• Humility and open-mindedness.
• Learning mentality.
• Tenacity and resourcefulness.
• Willingness to speak up, and then to commit once a decision is taken.
• Fluency in English.

Preferred

• Experience working in a multi-stakeholder environment and / or government stakeholder management experience.
• Experience in e-governance or digital health programs in India.
• Ability to navigate complex processes and influence decision-making in a professional and collaborative manner.
• Fluency in Hindi and additional Indian language is an advantage.

Job tags

Salary