Under the overall supervision of Chief of Mission (COM) and the direct supervision of the Migration Health Physician, the successful candidate will be responsible for  carrying out the call centre function and the  the following duties and responsibilities in relation to the Migration Health Assessment Centre (MHAC) in Dar es Salaam, Tanzania United Republic of 

Responsibilities

The Medical Assistant provides information, relevant to Health Assessment Programs, Applicant processing and other IOM services to the migrants. 

He/she may be assigned to one of two potential subunits within the Migration Health Assessment Centre (MHAC): the reception and data processing unit or the call centre. The incumbent will need to be capable of flexibility when assigned different tasks. Below is a description of the possible tasks, which are more detailed in the duty lists and standard operating procedures (SOPS). 

Call Centre overall duties:

1. Support coordination of call centre function and support its efficient operation
2. Provide migrants’ information regarding health assessments by phone.

3. Register the migrants in the IOM database, schedule and confirm medical appointments and receive and communicate messages for medical staff and beneficiaries.
4. Prepare master lists of migrants scheduled for health assessment processing and submit them to respective service providers / relevant persons as required.
5. Maintain daily statistics related to health assessments and update the records; and, 
6. Contribute to customer satisfaction evaluation management. 

Reception and Data Entry overall duties:

7. Perform all the necessary data processing activities of the Migration Health Assessment Centre (MHAC), such as:b. checking applicant’s identity.d. taking photos using webcam and loading the image to the appropriate platform; and, 
8. e. printing of medical forms, consent forms and other necessary documents.
9. c. entering biodata of the applicants in the appropriate platform.
10. a. receiving and explaining the registration process to applicants.
11. Receive all completed medical examination forms, x-rays and other documents from Country Offices or Panel Physicians while updating the reception of the same in the database and forward for quality check before clearance, if applicable.
12. Prepare, sort and package medical files and other documents during mobile migration health assessment missions where such mobile units are available.
13. Transmit completed medical forms, DNA packages and other medical documents either by electronic means or by courier services to the various partners.  Ensure correct contacts and physical address are used whenever documents are transmitted by courier services and ensure to inform the receiving party of the parcel tracking number electronically;
14. File incoming/outgoing letters, reports, memoranda, emails faxes as well as IOM documents and forms related to IOM medical issues.
15. Check, print and make photocopy of bank deposit slips (or other proof of payment). Regularly submit these photocopies to the Administrative/Finance Assistant; and,
16. Perform such other duties as may be assigned.

Qualifications

Required Qualifications and Experience

Education

• University Degree with at least three  years of relevant working experience.
• OR 
• Secondary School Diploma with at least five  years of relevant working experience. 
• Certificate in IT/Data entry is an advantage.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Experience in computer data entry, elaboration and analysis or in a call centre in a busy institution, preferably a medical one.
• Typing speed of at least 60 words per minute.
• Knowledge of data management principles.
• Knowledge of customer care.
• High computer literacy in Windows and MS Office is mandatory, knowledge of web page design would be an asset.
• Knowledge of medical terminology, as well as previous secretarial and archival experience, an added advantage; and,
• Previous working experience with NGOs or international organizations is an added advantage.
• Proven knowledge and/or certification in the data analysis tools such as Power BI an advantage.
• Proven knowledge and/or certification in the programming language SQL an advantage.
• Proven experience and knowledge in healthcare specific systems such as Electronic Health Record Systems (EHRs)  an advantage.
• Proven advanced knowledge in the business process and data management of Interim Federal Health Programme (IFHP) an advantage.

Skills

• At least an intermediate level of MS office skills;
• Leadership skills (desirable);
• Analytical skills;
• Excellent communication skills;
• Fast and accurate typing.

Languages

All IOM staff members in all categories are required to be fluent in one of the IOM's official languages (English, French, Spanish).

For this position, Fluent in English and Kiswahili are required.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators Level 1

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – behavioural indicators Level 2, if with direct reports

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings. 

• Support coordination of call centre function and support its efficient operation
• Provide migrants’ information regarding health assessments by phone.
• Register the migrants in the IOM database, schedule and confirm medical appointments and receive and communicate messages for medical staff and beneficiaries.
• Prepare master lists of migrants scheduled for health assessment processing and submit them to respective service providers / relevant persons as required.
• Maintain daily statistics related to health assessments and update the records; and,
• Contribute to customer satisfaction evaluation management.
• Perform all the necessary data processing activities of the Migration Health Assessment Centre (MHAC), such as: receiving and explaining the registration process to applicants, checking applicant’s identity, entering biodata of the applicants in the appropriate platform, taking photos using webcam and loading the image to the appropriate platform; and, printing of medical forms, consent forms and other necessary documents.
• Receive all completed medical examination forms, x-rays and other documents from Country Offices or Panel Physicians while updating the reception of the same in the database and forward for quality check before clearance, if applicable.
• Prepare, sort and package medical files and other documents during mobile migration health assessment missions where such mobile units are available.
• Transmit completed medical forms, DNA packages and other medical documents either by electronic means or by courier services to the various partners. Ensure correct contacts and physical address are used whenever documents are transmitted by courier services and ensure to inform the receiving party of the parcel tracking number electronically;
• File incoming/outgoing letters, reports, memoranda, emails faxes as well as IOM documents and forms related to IOM medical issues.
• Check, print and make photocopy of bank deposit slips (or other proof of payment). Regularly submit these photocopies to the Administrative/Finance Assistant; and,
• Perform such other duties as may be assigned.

• At least an intermediate level of MS office skills;
• Leadership skills (desirable);
• Analytical skills;
• Excellent communication skills;
• Fast and accurate typing.

• University Degree with at least three years of relevant working experience.
• OR
• Secondary School Diploma with at least five years of relevant working experience.
• Certificate in IT/Data entry is an advantage.
• Accredited Universities are those listed in the UNESCO World Higher Education Database.
• Experience in computer data entry, elaboration and analysis or in a call centre in a busy institution, preferably a medical one.
• Typing speed of at least 60 words per minute.
• Knowledge of data management principles.
• Knowledge of customer care.
• High computer literacy in Windows and MS Office is mandatory, knowledge of web page design would be an asset.
• Knowledge of medical terminology, as well as previous secretarial and archival experience, an added advantage; and,
• Previous working experience with NGOs or international organizations is an added advantage.
• Proven knowledge and/or certification in the data analysis tools such as Power BI an advantage.
• Proven knowledge and/or certification in the programming language SQL an advantage.
• Proven experience and knowledge in healthcare specific systems such as Electronic Health Record Systems (EHRs) an advantage.
• Proven advanced knowledge in the business process and data management of Interim Federal Health Programme (IFHP) an advantage.