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About the role
The PROMPTS Helpdesk Agent works closely with members of the Helpdesk team, the field coordinators, and the quality assurance coordinator to provide appropriate and timely answers to clinical questions from mothers, and call and refer mothers to care when needed within the shortest possible time.
Location: Ashanti Region, Ghana
Reports to: Helpdesk Coordinator
Terms of Engagement : One-year contract, renewable
About Jacaranda Health
Jacaranda Health’s mission is to improve maternal and newborn health outcomes in the public health system. Through innovative AI-driven technology and human-centered solutions, we partner with governments to scale impactful, data-driven interventions. These solutions include PROMPTS, an AI-enabled platform for mothers, and MENTORS, a facility-based training program equipping frontline nurses with lifesaving skills and knowledge. Our innovations and partnerships have reached over 3 million women across 1,100+ health facilities. As we expand across Kenya, Nigeria, and Ghana, we are looking for dynamic leaders with a passion for impact to help us transform the future of maternal health.
Jacaranda Health is an equal opportunity employer. We welcome applications from qualified candidates regardless of race or ethnicity, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and any other protected characteristics.
About the team
The PROMPTS Helpdesk team in Ghana answers questions from pregnant women and new mothers who use PROMPTS (“Nurse Mary”), Jacaranda Health’s free SMS service. A Senior Coordinator leads the team, supported by a Helpdesk Coordinator and a group of Helpdesk Agents. Agents respond to mothers’ messages, review urgent cases that the AI flags, and refer mothers to the right care. The Helpdesk Coordinator manages the team’s day-to-day work and reports to the Senior Coordinator. They oversee the agents’ workload and keep response quality high, so that every mother gets accurate, timely advice. The team works closely with Ghana Health Service midwives and nurses.
What You’ll Do:
Communication and Administration
Adhere to strict privacy and confidentiality regarding client identity, queries, and complaints.
Manage and properly account for all JH resources and properties assigned
Communicate and report all issues, concerns, using official JH communication channels.
Partnership and Collaboration
Direct mothers experiencing mental health issues, miscarriage, baby loss, or abuse to partner organizations for specialized care
Laise with focal people at referral points for client care and feedback.
Liaise with the field team to share client complaints/feedback with both facilities and clients
Assist the HD coordinator in training new hires and locum staff
Helpdesk & Client Support
Respond to daily user queries via SMS, phone calls, and other channels to ensure mothers have access to accurate health information.
Respond to all assigned tickets within the stipulated working hours.
Identify maternal and newborn danger signs, triage clients appropriately, follow up by phone, and refer them to care promptly.
Quality Assurance and Knowledge Management
Maintain at least 95% Quality Assurance (QA) score monthly.
Seek advanced medical input from quality assurance teams and other medical professionals when necessary.
Update the Q&A database regularly to reflect user queries and PROMPTS content needs.
Comply with the Client & Safety risk procedures
Keep knowledge and professional license up to date.
Helpdesk Operations, Systems, and Reporting
Monitor Helpdesk systems and alert supervisors immediately call and messaging platforms or Salesforce are non-operational.
Ensure continuity of service delivery across all communication channels.
Who you are:
What You Bring
Minimum of 2 years post-graduate experience in Maternal and Child Health services.
Bachelor's degree in Midwifery, Nursing, or Physician Assistantship
Registered/licensed and in good standing with a recognized and relevant professional regulatory body in Ghana
Desirable Skills and Competencies:
Skilled in the diagnosis and management of maternal or newborn health-related conditions in line with national policies and treatment guidelines.
Skills in managing obstetric emergencies and providing referrals to appropriate levels of care
Excellent oral and written communication skills in both English and Twi (oral communication in other Ghanaian languages apart from English and Twi will be a plus)
Why Jacaranda Health?
Mission-driven work:Impact the lives of millions of mothers and babies.
Innovation-forward thinking: Work with cutting-edge technology in maternal and newborn health.
High-growth organization:Be part of a rapidly scaling national and global team.
People-centric culture:Collaborate with an ambitious, passionate, and supportive team.
To Apply:
Interested candidates should submit applications through this link – PROMPTS Helpdesk Agent
No hard copies required or accepted.
Applicats should be based in the Ashanti Region.
Application Deadline: 11th November 2026