Contact Center Agent
What is Praava Health?
Praava Health is building Bangladesh’s fastest growing consumer healthcare brand. We are raising the bar with a brick-and-click healthcare platform that combines digital tools with meaningful doctor-Patient relationships, quality diagnostics, and pharmacy services. In May 2020, Fast Company recognized Praava Health in its World Changing Ideas Awards. Praava’s work has also been featured by Forbes Magazine, Financial Times, NASDAQ, Tech in Asia, and Devex; and Praava won MIT Solve’s Bangladesh Tiger Challenge in 2019. Praava Health was selected by the Tamer Fund for Social Ventures at Columbia Business School as an inaugural portfolio venture, and was also selected by Alter Global as one of Bangladesh’s most promising new companies. Praava is a Patient-driven company that aims to be every Patient’s first call, seamlessly integrating quality infrastructure with technology to improve efficiency, accessibility, & scalability of the brick & click model. Praava is the combination of the words “praan” (life) and “aava” (beam) -- “beam of life” is a symbolic reflection of what we are building. We aspire to be Bangladesh’s trusted partner in health, empowering Patients to manage their health in a manner aligned with their values. We are a small, impassioned, collaborative team that is inspired to build the best healthcare company in Bangladesh. We seek interns who are excited to help us to build, design, and communicate a new brand and a new concept of healthcare to a new market.
Why Bangladesh is the Next Asian Tiger
Nearly 170 million people live in Bangladesh, making it one of the world’s most populous countries and densely populated markets. Bangladesh is also one of the fastest growing economies in the world and has been dubbed the next Asian tiger by the World Economic Forum, The Economist, and others. A dynamic, growing middle class of 40+ million people – 25% of the population – has already propelled Bangladesh to “middle-income” status. As income levels rise, health expenditures increase disproportionately. Middle class families demand and can pay for higher quality services. To learn more about Bangladesh’s healthcare system, check out pieces penned by the founder for the Strategic Review and the Council on Foreign Relations.
What will you be doing?
Key Responsibilities include:
-Obtain Patient information for registration, appointment scheduling and home sample collection.
-Document all call information according to standard operating procedures.
-Inform patients by explaining procedures, answering questions, and generally providing information about Praava and its services.
-Communicate with patients regarding changes to appointment schedule, new services, and ongoing discounts.
-Maintain quality results by adhering to Praava's standards and guidelines and recommending improvements where required.
-Identify and escalate issues to concerned parties within the company.
-Follow up Patient calls where necessary.
-Recognize, document, and alert the management team of trends in customer calls.
-Promote Praava services by providing marketing communication materials to customers.
-Be updated with the latest information on different facilities and tariffs and persuade patients’ politely to avail diagnostics and medication facilities from Praava.
-Carry out reconciliation at the end of the shift to hand over to the cash manager of the facility.
-Ensure to liaise tickets for all the issues / suggestions for both external & internal customers.
-Regular ensure to send SMS and email as per protocol
-Maintain MIS/reports as per company standard.
What are we looking for?
- Graduation or Masters in any discipline
- Minimum 0 -2 years of experience
- Preferably in Healthcare industry experiences
- Excellent communication, negotiation and interpersonal skills
- Computer skills particularly in MS Excel and Word.
Why work at Praava Health?
Make the world a better place: Every member of our team believes in her/his capacity to contribute to systemic change in healthcare in Bangladesh.
Be at the forefront of redesigning healthcare delivery: Praava has an incredible platform for impact, including through incorporation of value-based concepts that align our incentives with our Patients’ for a healthier future for our communities and our country.
Improve healthcare and health through evidence: We are investing in constantly evaluating the effectiveness and impact of our work.
Revolutionize healthcare through the concept of patient-centric care: Praava’s core values ensure that Patients are treated with empathy, respect and dignity. We are committed to creating an unparalleled healthcare experience and to change the perception of healthcare in Bangladesh. We are driven by the belief that clinical outcomes are actually improved when Patients are engaged in managing their health.
Join a diverse, energetic team: The Praava team is proud to have attracted a wide range of international and local talent, and we hope you can help us to expand this. The team is energetic, amiable, and helpful, and truly embodies a work family.
Be part of a rapidly scaling organization: By harnessing technology, data, and creative alternative financing models, Praava Health expects to offer world class health care to tens of millions of Bangladeshis.
To apply send your updated CV to email@example.com with subject: Application for Contact Center Agent