![Jacaranda Health Logo](https://storage.hirehive.com/user/Company_11069/jacaranda_health.gif?sv=2024-05-04&st=2025-04-18T22%3A54%3A29Z&se=2025-07-17T22%3A54%3A29Z&sr=b&sp=r&rscd=inline%3Bfilename%3D"jacaranda_health.gif"&sig=z%2FF6FDpgFvvAFIRfGE9Jk1QCyusiVYN%2BaCVaNuUIwhw%3D)
PROMPTS HELPDESK COORDINATOR
About Jacaranda Health
Jacaranda Health is a non-profit organization whose mission is to improve maternal and newborn health outcomes in the public health system. We work together with governments and Ministries of Health to deploy affordable and scalable solutions through public hospitals, where the majority of underserved mothers and babies receive care. One such solution is PROMPTS (Promoting Mothers in Pregnancy and Postpartum Through SMS), an AI-enabled text messaging service that empowers mothers with information to improve health-seeking behaviour and connects mothers with lifesaving services through referrals for additional care.
About PROMPTS Ghana
Building on the success of PROMPTS in Kenya, Jacaranda Health has adapted the PROMPTS model for deployment in Ghana through a pilot study. Our focus will be on enrolling mothers in the antenatal period through postpartum. This will ensure that the Ministry of Health in Ghana and its agencies, through the Ghana Health Service, can support mothers with essential information, triage clients who need urgent support, and ultimately, cost-effectively reduce maternal and neonatal mortality.
Role Overview
We are seeking a PROMPTS Helpdesk Coordinator who will play a vital role in ensuring smooth operations within the helpdesk team, fostering effective communication between departments, and maintaining high-quality support for our clients. The ideal candidate will possess strong leadership skills, a commitment to quality assurance, and the ability to manage multiple tasks efficiently.
What You’ll Do
Conduct weekly meetings with the Helpdesk team to review progress against targets, discuss challenges and successes, provide feedback, and identify areas in need of support.
Collaborate with Technology and Operations teams to ensure the Helpdesk-related software and platforms remain functional, promoting operational efficiency.
Audit team responses weekly to ensure accuracy, conciseness, and high quality. Provide feedback for continuous improvement.
Develop and maintain work management tools for the team, including work plans, reporting tools, and meeting notes.
Track incoming questions, assign tasks, and review team targets to ensure timely responses to all client queries.
Update the Medical Information Tracker with medically approved content, anticipating information needs through consultations with the Quality Assurance team and analyzing information gaps.
Track daily, weekly, monthly, quarterly, mid-year and annual performance metrics, and follow-up to ensure consistent performance and target achievement.
Conduct and facilitate training for new hires, periodically updating training materials, and performing regular check-ins to assess progress and competency.
Contribute to project reports by providing relevant data and insights.
Respond to queries from the helpdesk team, provide decision-making oversight, and consult with the manager as necessary.
Oversee team management, ensuring smooth operations and addressing any team-related issues.
Perform any other related duties as assigned by the supervisor.
What we are looking for
Bachelor’s degree in Nursing, Midwifery, or any other related course.
Additional qualifications in Business Administration, Project Management or related courses.
Minimum of 3 years of relevant working experience in customer support, quality assurance or related role
Proven experience in a helpdesk or customer support role
Previous experience as a people manager
Why Jacaranda Health?
Mission-driven work: Your work will contribute to improving maternal and newborn health outcomes
Hands-On Learning: Gain experience with leading data platforms and cloud-based technologies
People-centric culture: Work in collaboration with an ambitious, passionate and supportive team
Location: Ghana
Contract Period: 1 year contract, renewable
Budgeted Gross Salary: Max GHS 12,000
If you are excited about using data to drive meaningful change and looking for an opportunity to develop your skills in a fast-paced environment, we’d love to hear from you! Apply now via this link to join our team of global health leaders!
Candidates should submit their applications by 28th April 2025.
Applications will be reviewed on a rolling basis. Early applications are encouraged.