• Ilara Health
  • Kisumu, Kenya
  • 15/02/2022
Young Professional Health Care

Job Description

Ilara Health is participating in a maternal health project run jointly with the Kisumu Ministry of Health and funded by the Bill and Melinda Gates Foundation aimed at improving antenatal care (ANC) and postnatal care (PNC). Maternal mortality remains a significant public health problem in Kenya; especially in Kisumu County, where the maternal mortality ratio is nearly double the national average. COVID-19 has made the provision of ANC/PNC services more difficult and resulted in an increase in negative maternal health outcomes. This is exacerbated by the heightened stigma and fear existing during the pandemic, as patients view health centers as high-risk hot spots for infection. This project aims to improve ANC/PNC services through a decentralized model that leverages Ilara’s diagnostic and telemedicine capabilities to deliver improved care.

Ilara was founded to bring diagnostic support and essential tests to patients and providers who currently are unable to access these basic life-saving tools. We partner with companies that are disrupting the diagnostic device landscape, integrate their devices into our tech platform, and offer this diagnostic package plus smart financing to health facilities in peri-urban areas across Africa. As a result, our facilities are now able to offer their patients essential tests through our affordable, tech-enabled, point of care (POC) diagnostic suite.

You’ll be joining a fast-paced startup environment and contributing to projects that will have a real impact on health outcomes. We’re all super passionate about the work we do and are looking for people with a drive to make real change in the world.

About the role

In this role, you’ll focus on supporting communication with our esteemed clients and customers in our Telemedicine systems, Mbali Health. You will coordinate reception of calls and messaging platforms from 25 health clinics participating in the maternal health study. You will receive and respond appropriately to messages for our maternal health project to ensure that thousands of mothers receive essential services at a time when access to health is limited due to Covid-19. Mbali Health is a Practitioner<>Patient communication platform that enables us to support the delivery of care remotely, send automated reminders, tips, and follow-ups, and encourage patient retention. Features in the application include basic 2-way messaging, a consultation feature, SMS broadcast, basic patient records and MCH indicators, and daily health tips.

Period: 4Months


  • Manage incoming and outgoing patient calls and messages in a timely manner and record individual outcomes

  • Develop and follow communication “scripts” when handling different topics with clients

  • Identify clients’ needs, clarify information, research every issue and provide solutions and or alternatives

  • Build sustainable relationships and engage customers/clients by taking the extra mile

  • Keep records of all conversations in our call center database in a comprehensible way

  • Frequently attend educational seminars to improve knowledge and performance level

  • Meet personal/team qualitative and quantitative targets

  • Identify and refer to emergency cases guided by the existing Standard Operating Procedures

  • Engage with practitioners in the clinics to make communication easy and transparent regarding patient care and decisions on services.

  • Carry out UX/UI research as required to improve uptake of the app.

  • Producing accurate and timely reporting of application status throughout its life cycle.

About you

  • Bachelor’s Degree or Diploma in Clinical Medicine or Nursing from a recognized Institution.

  • Experience in working for or running grant-funded projects

  • In-depth knowledge and experience of Kenya Health systems management.

  • Excellent report writing, communication, and interpersonal skills

  • Proficiency in Microsoft Suite especially Word, Power-Point, and Excel.