Program officer, Care Integration
Program officer, Care Integration
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Job Description
Overview
The Clinton Health Access Initiative Inc. (CHAI) is a global health organization committed to our mission of saving lives and reducing the burden of disease in low-and middle-income countries. We work at the invitation of governments to support them and the private sector to create and sustain high-quality health systems.
CHAI was founded in 2002 in response to the HIV/AIDS epidemic with the goal of dramatically reducing the price of life-saving drugs and increasing access to these medicines in the countries with the highest burden of the disease. Over the following two decades CHAI has expanded its focus. Today along with HIV we work in conjunction with our partners to prevent and treat infectious diseases such as COVID-19 malaria tuberculosis and hepatitis. Our work has also expanded into cancer diabetes hypertension and other non-communicable diseases and we work to accelerate the rollout of lifesaving vaccines reduce maternal and child mortality combat chronic malnutrition and increase access to assistive technology. We are investing in horizontal approaches to strengthen health systems through programs in human resources for health digital health and health financing. With each new and innovative program our strategy is grounded in maximizing sustainable impact at scale ensuring that governments lead the solutions that programs are designed to scale nationally and learnings are shared globally.
At CHAI our people are our greatest asset and none of this work would be possible without their talent time dedication and passion for our mission and values. We are a highly diverse team of enthusiastic individuals across 40 countries with a broad range of skillsets and life experiences. CHAI is deeply grounded in the countries we work in with the majority of our staff based in program countries.
In India CHAI works in partnership with its India registered affiliate William J Clinton Foundation (WJCF) under the guidance of the Ministry of Health and Family Welfare (MoHFW) at the Central and States levels on an array of high priority initiatives aimed at improving health outcomes. Currently WJCF supports government partners across projects to expand access to quality care and treatment for HIV/AIDS Hepatitis tuberculosis COVID-19 common cancers sexual and reproductive health immunization and essential medicines.
Learn more about our exciting work:
Project Background:
Over the years Government of India has taken significant strides towards achieving universal access to equitable affordable and quality healthcare services by extending a range of health schemes/ programs that provide access to primary secondary and tertiary care through public health facilities. To consolidate and further augment the provision of health services the Honble Prime Minister of India launched Ayushman Bharat Yojana in 2018 which has four key pillars namely Ayushman Bharat Health and Wellness Centre (AB HWC) Ayushman Bharat Pradhan Mantri-Jan Arogya Yojana (AB PM-JAY) Ayushman Bharat Digital Mission (ABDM) and Ayushman Bharat Health Infrastructure Mission (AB HIM). Each of these pillars complements and enables the others thereby enabling the holistic delivery of health services.
In Madhya Pradesh the State Health Agency (MP SHA) is responsible for the implementation of ABDM and AB PM-JAY and concerted efforts are being made to improve utilization of PMJAY through establishment of a state level call centre to support care seekers. Over four crore Ayushman Bharat Health Accounts (ABHAs) have been created and over 13000 health facilities registered and verified on Health Facility Registry (HFR). The state is now actively working on catalysing these large platforms to broaden access to healthcare.
The William J. Clinton Foundation (WJCF) proposes to support the Madhya Pradesh State Health Agency (MP SHA) in implementing an integrated call centre-based solution and enhancing the services extended through the same to amongst others include creation of their ABHA IDs while making care seekers aware of the benefits/services administering an adaptive health assessment tool to support Electronic Health Records (EHR) and supporting a ticketed appointment at various empanelled facilities (including teleconsultations where operational). The project is being undertaken in the 5 districts of MP Bhopal Sehore Indore Ujjain and Dewas to assess the viability of a readily scalable call-centre based solution improve access to timely health services especially for women and assess reduction in delays in service delivery and provide for patient feedback to improve services and accelerate the generation of ABHA-linked records.
Position Summary:
The Program Officer will play a key role in ensuring the effective implementation of the Care Integration Program through oversight of both field and call centre operations. The role involves supervising the Telecaller Team Lead (TL) and supporting the day-to-day functioning of the call centre hosted at the State Health Agency (SHA) while also engaging with private PM-JAY empanelled hospitals to strengthen service delivery.
The PO will mentor and manage the implementation team monitor key program indicators and ensure the timely execution of planned activities. They will also support coordination with government stakeholders and partners at the district and state levels. The role requires providing timely inputs to the WJCF/CHAI team conducting supportive supervision visits and upholding strong standards of program and fiscal accountability. The Program Officer will represent the organization in stakeholder meetings reviews and workshops across state district and block levels
Responsibilities
Oversee daily operations of the call centre by supervising the Telecaller Team Lead (TL) and ensuring seamless functioning at the State Health Agency (SHA).
Support the development and periodic revision of call centre protocols workflows and call scripts to ensure alignment with program needs.
Drive quality assurance by assisting the TL in planning and executing quality checks; analyze audit findings and initiate corrective actions or escalate as required.
Monitor team performance provide constructive feedback and collaborate with the state team to strengthen individual and team capabilities.
Liaise with relevant stakeholders at SHA and the Third-Party Administrator (TPA) to support efficient call centre operations.
Lead engagement with private PM-JAY empanelled hospitals; conduct regular field visits (30% time) to monitor implementation and resolve operational challenges.
Coordinate outreach efforts with community stakeholders to promote utilization of Care Integration services under AB PM-JAY.
Build capacity of district-level teams through ongoing mentoring and training particularly on private sector hospital engagement.
Document field insights lessons learned and implementation challenges; prepare and submit timely progress reports.
Engage with senior district officials to identify bottlenecks and collaborate with the WJCF state team to design and implement mitigation strategies.
Coordinate with state health authorities IT teams and implementation partners to support smooth execution of the program.
Undertake additional tasks as required in alignment with program priorities and in consultation with the WJCF team.
Qualifications
Masters degree in Public Health Management Public Policy or a related field with at least 8 years of relevant work experience in a demanding results-driven environment.
Proven ability to lead and support field implementation in public health programs with a strong understanding of program protocols supervision reporting and adherence to operational procedures.
Experience engaging with government stakeholders and development sector partners at both the state and district levels.
Strong organizational skills with the ability to manage multiple tasks set priorities and work independently with minimal supervision.
Willingness to travel extensively within the program state (1012 days per month).
Excellent verbal and written communication skills in both Hindi and English.
Ability to synthesize and present complex information clearly including technical content through high-quality presentations and reports.
Demonstrated capacity to thrive in fast-paced high-pressure environments.
Proficiency in Microsoft Office applications particularly Excel PowerPoint and Word.
Preferred:
- Prior experience in implementing public health programs especially at the community or district level.
Last Date to Apply: 7th August 2025
Required Experience:
Unclear Seniority
Employment Type
Unclear
