Hotline Operator - Beirut and Mount Lebanon

Background:

The Hotline Operator will work under the direct supervision and reports to the project officer. S/he is a member of the health team that includes him/herself, the Project Officer, the Medical Advisor, Senior Medical Advisor, Senior Public Health Officer, and Health Coordinator.

Health program provides both technical and financial support to local primary health care centers to enable provision of affordable, accessible, and quality healthcare services to refugee and vulnerable host population. It also provides secondary healthcare services through surgical campaigns tackling specific conditions.

Job Purpose:

S/he will provide operational support to IMC Project Officer, leading the project aiming to improve coverage of surgeries for children with congenital malformations among Syrian refugees in Lebanon.

Main Responsibilities:

1. Hotline Responsibilities
   1. S/he will have hold of the hotline number assigned for the project, provided by IMC.
      1. S/he will answer incoming calls, and investigate eligibility of the calling beneficiary to register for the campaign, along responding to any incoming inquiries.
      2. S/he will ensure taking adequate necessary information from eligible beneficiaries (name, address, contact number, condition), and registering this information within databases (using MS Excel) prepared for the project, organized by geographical areas (Beirut and Mount Lebanon, North, Bekaa, and South).

          

2. Field Visits Appointments
   1. S/he will set the appointments for the field visits, according to the schedule set by the Project Officer and Medical Advisor.
      1. S/he will communicate with registered beneficiaries in each area, and inform them about the appointment date, time and location.
      2. S/he will inform them of necessary documents that they need to present on appointment day, and ensure they acquire any missing documents before appointment.

          

3. Patient Follow-up
   1. S/he will communicate to screened patients the appointment dates, times and location with the treating surgeons, as needed, as set by the project officer and consulted surgeons.

1. 1. S/he will follow up with patients and ensure that they presented to the scheduled appointments, and report any challenges and no-show ups to IMC project officer.
   2. S/he will communicate with patients after discharge from hospitals, and inquire any challenges encountered, along follow-up appointments dates with surgeons.

       

2. S/he should keep track of initial screening date, time and place, date of 1st appointment with surgeon, date of surgery, and dates of follow up appointments for each patient, within assigned databases.
3. General
   1. Perform other duties as requested by line manager
   2. Adhere to all of IMC’s policies and procedures, including Code of Conduct and Security SOPs

Experience:

Related experience in call operations or customer services.

Worked in an NGO setting

Worked with people from different backgrounds/nationalities

Competencies:

Personal Skills

1. Excellent communication skills are essential
2. Highly organized
3. Able to work within a team and under stress

Language and Computer Skills

1. Good command of written and spoken Arabic and English.
2. Good command of Microsoft Word and Excel.

General specifications for all positions:

• Experience in working closely with community members throughout a program cycle

• Experience in or understanding of program accountability principles
• Knowledge of, respect and empathy for the communities we are working with
• Commitment to championing community and partner points of view
• Strong understanding of the project cycle and of M&E systems
• Good interpersonal and influencing skills
• Non-discriminatory and readiness to involve men, women, girls and boys from diverse backgrounds, particularly the most marginalized segments of the community
• Very good listening and facilitation skills – capable of managing and facilitating group discussions with program participants, local officials, partners and all levels of staff
• Ability to mobilize people – to develop and maintain relationships with staff and communities to ensure their participation in International Medical Corps ways of working