1. POSITIONS VACANT: Specialist - Call Centre & Grievance, (SCCG), National Health Authority (NHA), MoHFW, GoI (One Vacancy)

2. ORGANIZATION BACKGROUND:

National Health Authority (NHA) is the apex body, responsible for implementing Ayushman Bharat Pradhan Mantri Jan Arogya Yojana (PM-JAY), India's flagship health assurance scheme, providing health cover of Rs. 5 lakhs per family, per year, for secondary and tertiary care hospitalization, to over 10.74 crore poor and vulnerable families, or approximately 50 crore beneficiaries.

NHA is tasked with implementing PM-JAY at the national level.

State Health Agencies (SHAs) have been instituted by concerned states to implement PM-JAY at the state level. SHAs have full operational autonomy to implement PM-JAY in their state.

Key Functions of NHA :

Key functions of the NHA include the following:

(1) Formulation of operational guidelines, model documents and contracts, to ensure standardization and interoperability of PM-JAY;

(2) Effective implementation and regular monitoring of PM-JAY, across the country, including initiation of suitable action for course correction, as necessary;

(3) Coordination with various State Governments on a regular basis for implementing PM-JAY;

(4) Acting as an apex body for SHAs that have been set up to implement PM-JAY.

For more information about NHA, please visit https://pmjay.gov.in/about/nha

3. JOB DESCRIPTION/ RESPONSIBILITIES:

Reporting to the General Manager (Operations), the Specialist - Call Centre & Grievance (SCCG) shall be responsible for leading/ managing the call centre and grievance redressal.

Key Responsibilities:

(1) Overall management of call centre and customer grievance redressal;

(2) Coordination with stakeholders;

(3) Integration of State call centre operations;

(4) Monitoring day to day activities of the call centre;

(5) Monthly bill processing and co-ordination with the Finance Department;

(6) Coordination with the IT team for Call Centre IT requirements. Also preparing concept notes for IT requirements;

(7) Providing technical and functional support for managing the grievance redressal web portal;

(8) Supporting the preparation of guidelines, reports and presentations;

(9) Capacity building of states in the area of call centre operations;

(10) Coordination with states in resolving cases;

(11) Ensure that the quality of service is maintained;

(12) Prepare weekly, monthly and yearly reports, as and when required;

(13) Any other assignment/ responsibility given by NHA.

4. QUALIFICATION, SKILLS AND EXPERIENCE:

Qualifications:

Essential:

(1) Bachelor's degree from a recognized University/ Institute.

(2) Post -Graduate degree in Management/ MBA from a recognized University/ Institute.

Experience:

Essential: Five years of experience in a managerial role in call center/ customer service operations.

Desirable: Prior experience in the health insurance domain shall be an advantage.

Skills and Competencies:

(1) Knowledge of the working of Central/ State Governments, with specific reference to schemes and their implementation;

(2) Strong verbal and written communication and presentation skills;

(3) Computer literate with knowledge and experience of MS Office, Excel and PowerPoint;

(4) Language skills in English and Hindi;

(5) Demonstrated ability to work in a multicultural environment and establish harmonious and effective relationships with national partners;

(6) Demonstrated managerial and supervisory ability;

(7) Willingness to travel frequently, as per the needs of the job.

5. VACANCY DETAILS: One vacancy

6. AGE LIMIT:

Not less than 30 years and not exceeding 45 years as on the last date of receipt of applications

7. COMPENSATION OFFERED:

Gross remuneration budgeted for the position is Rs.1,25,000/ per month.

8. LOCATION: New Delhi, NHA Office.

9. CONTRACT TYPE AND PERIOD:

The post-holder shall be engaged on a consultancy contract, initially for a period of 12 months, extendable thereafter, on the basis of performance and approval by NHA.

10. REFERENCE: SCCG-NHA

11. CONTACT INFORMATION:

Team SAMS
Strategic Alliance Management Services P Ltd.
1/1B, Choudhary Hetram House, Bharat Nagar
New Friends Colony, New Delhi 110 025
Phone Nos.: 011-41011564/65; 4081 9900

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