The Aga Khan Hospital, Kisumu (AKHK) is an Institution of the Aga Khan Health Service, Kenya, which is an Agency of the Aga Khan Development Network. The Hospital is part of a network of health facilities, which includes Hospitals and Outreach Health Facilities across East Africa. The Aga Khan Hospital, Kisumu is in an exciting growth phase and has attained acknowledgment of its quality by achieving ISO 9001:2015 certification, ISO 15189:2022 accreditation for laboratory services, Safe Care level 5 accreditation and is at advanced stage of attaining Joint Commission International Accreditation. AKHK has Outreach Health Services at Kisii, Kakamega, Kitale, Bungoma, Kericho, Kibuye-Kisumu, West End- Kisumu, Busia, Homa – Bay, Migori, Bomet, Eldoret, Kimilili, Nyamira, Kabarnet and an upcoming Medical Centre in Lodwar.
TELEPHONE OPERATOR (LOCUM)
OVERALL RESPONSIBILITY
The successful candidate will be responsible for providing efficient and effective communication Services.
KEY RESPONSIBILITIES
- Ensure feedback of booked calls is given within 5 minutes
- Effectively and efficiently handling of all incoming and outgoing calls as per policy.
- Maintaining records of all outgoing calls.
- Monitor all calls accordingly and report any Telephone abuse.
- Timely Communication to end user is vital during system downtime
- Operate paging systems and intercoms to communicate during emergency services
- Timely reporting of non-functioning equipment as and when required.
- Report faulty extensions / equipment and record the findings
- Testing of lines and Public Address System Serviceability
- Ensure work instructions and standard operating procedures are followed throughout cluttering the office.
- Timely Response to all emergency calls
- Ensure correct information for all emergency calls is recorded and communicated / escalated to the relevant personnel immediately
- Aware of back-up plan in case the primary equipment failure.
- Record all emergency Codes indicating area and time accordingly of the emergency.
- Ensure read back for booked numbers is done before dialing to ensure correct numbers are dialed.
- Ensure compliance to all booked calls
- Ensure proper handing over after every shift, while proceeding on off or leave
- Ensure hand over of all pending calls /messages after every shift or before taking a break
- To ensure delivery of cost-effective services.
- To deliver quality services in the operations.
- To deliver customer service excellence.
The requirements
REQUIREMENTS
- Diploma in Public Relation, Diploma in Telecommunications Operations Management, or its equivalent qualification from a recognized Institution.
- At least one year working experience in a similar position in an organization handling 100+ calls per day
- Ability to memories numbers accurately.
Sector
Social Development
About the Agency
Aga Khan Health Services: With community health programmes in large geographical areas in Central and South Asia, as well as East Africa, and more than 200 health facilities including nine hospitals, the Aga Khan Health Services (AKHS) is one of the most comprehensive private not-for-profit health care systems in the developing world. Building on the Ismaili Community’s health care efforts in the first half of the 20th century, AKHS now provides primary health care and curative medical care in Afghanistan, India, Kenya, Pakistan, and Tanzania, and provides technical assistance to government in health service delivery in Kenya, Syria and Tajikistan. More information……
Region
Eastern Africa
Location
Kenya
Salary
Salary and package to attract the best candidate
