Tele Supporter

WHO WE ARE 

Noora Health Bangladesh is part of Noora Health’s broader mission to improve health outcomes and strengthen health systems by equipping family caregivers with essential skills to care for their loved ones. 

Founded in 2014, Noora Health turns hospital hallways and waiting rooms into classrooms by tapping into the most compassionate resources available for the patient’s care: their own family. 

With support from governments and partners in India, Bangladesh, Indonesia, and Nepal, Noora Health has trained more than 51.4 million caregivers and patients across 16,000+ facilities using their flagship caregiver education and training curriculum, the Care Companion Program (CCP). 

In a cohort of patients, the CCP reduced post-surgical cardiac complications by 71%, maternal complications by 12%, newborn complications by 16%, and newborn mortality by 18%.

Noora Health is an Audacious Project Grantee and received the Skoll Foundation Award for Social Innovation. To learn more, watch our TED Talk, Skoll feature, or read about our partnership with the World Health Organization. 

ABOUT THE ROLE 

The Tele-supporter is responsible for engaging with patients and their family members through phone calls to onboard them to Noora Health’s mobile Care Companion health education service. The role involves collecting user information, facilitating access to medically reviewed health education on maternal, newborn, and other relevant health conditions, and addressing user queries through coordination with the Medical Team. 

WHAT YOU WILL DO

User Onboarding & Health Communication

• Conduct scheduled outbound calls to assigned patients and caregivers to introduce the Noora Health mobile Care Companion health education service and complete the onboarding process.
• Collect relevant user information, document responses and call notes, and submit the required data through SurveyCTO.
• Communicate health education information reviewed by the Medical Team, addressing topics relevant to antenatal and postnatal care, high-risk newborns, hypertension, diabetes, and surgical recovery.

Question Collection & Follow-up

• Actively listen to patients' and caregivers' questions, concerns, and feedback during calls, and accurately document them for follow-up.
• Coordinate with the Medical Support Executive (MSE) team to obtain appropriate responses to health-related queries and communicate the responses to the respective users.

Campaign Monitoring & User Feedback

• Conduct mid-campaign follow-up calls seven days after onboarding to assess message delivery, user engagement, and any questions or concerns.
• Conduct post-campaign feedback calls to understand users' experience and satisfaction with the service and collect feedback to identify areas for improvement.

Call Documentation & Operational Support

• Record all calls, upload recordings to the designated Google Drive folders, and maintain accurate call statuses, notes, and follow-up records in the assigned Tracker.
• Support supervisors with daily call tracking, workflow coordination, reporting, and other administrative or operational tasks as required.

WHO WE ARE LOOKING FOR

• Education: Bachelor’s/Master’s degree in a relevant discipline such as Public Health, Social Sciences, Development Studies, Psychology, or Nutrition. Candidates with a Bachelor/Master’s of Science (BSc/MSc) in Nursing are also encouraged to apply.
• Experience: 0-2 years prior experience in tele-calling, call center operations, customer support, counselling, public health interventions, or healthcare delivery is highly preferred.
• Language Proficiency: Fluency in standard Bangla with clear pronunciation and articulation. English mixing during calls is not permitted. Professional working proficiency in written and spoken English is required.
• Telecommunication Skills: Ability to manage high-volume outbound calls and meet daily call targets, with approximately 90% of working time dedicated to phone-based interactions.
• Digital Literacy: Proficiency in MS Office (Word and Excel) and digital communication tools such as WhatsApp, Google Drive, Google Meet, and Zoom is required.
• Soft Skills: Strong interpersonal, active listening, communication, and organisational skills. Demonstrated empathy, adaptability, integrity, and attention to detail, particularly when handling sensitive patient information. Familiarity with basic medical terminology will be an added advantage.

Technical Setup: Must have reliable, high-speed home internet, a personal computer/laptop, and a smartphone in good working condition.

Work Details: Full-time position with a six-day workweek (Saturday to Thursday) and eight-hour daily shifts, including approximately 6.5 hours of active talk time. Flexibility to accommodate program requirements is essential.

WHAT WE VALUE

We value diversity, equity, and inclusion, and we understand the value of developing a team with different perspectives, educational backgrounds, and life experiences. We prioritize diversity within our team, and we welcome candidates from all gender identities, castes, religious practices, sexual orientations, and abilities — among many others.

We encourage people from all backgrounds to apply.