Medical Support Executive, Manager

Noora Health’s mission is to improve outcomes and strengthen health systems by equipping family caregivers with the skills they need to care for their loved ones. Founded in 2014, Noora Health turns hospital hallways and waiting rooms into classrooms by tapping into the most compassionate resources available for the patient’s care: their own family. 

With support from governments and partners in India, Bangladesh, Indonesia, and Nepal Noora Health has trained more than 24 million caregivers and patients across 12,100+ facilities using their flagship caregiver education and training curriculum, the Care Companion Program (CCP). 

In a cohort of patients, the CCP reduced post-surgical cardiac complications by 71%, maternal complications by 12%, newborn complications by 16%, and newborn readmissions by 56%.

Noora Health was honored as a TED 2022 Audacious Project Grantee and recipient of the 2022 Skoll Foundation Award for Social Innovation. Featuring Edith Elliott and Shahed Alam, Co-Founders and Co-CEOs, Noora Health’s mission took the spotlight at TED 2022 and was also featured in a 2022 Skoll video.

Yayasan Noora Health Indonesia (YNHI) was established in 2023 to implement the evidence-based and globally recognized Care Companion Program (CCP). YNHI is affiliated to and works closely with Noora Health, a US-based health systems strengthening organization, that designed, developed, and implemented the Care Companion Program. The CCP focuses on training and empowering family members of patients across the health system, equipping them with high-impact health skills required to become impactful caregivers to their loved ones and enable their recovery at home. The CCP is currently implemented at >1000 health facilities in India, Bangladesh, Indonesia and Nepal.

YNHI will support and assist the Indonesian public health system to implement CCP across city, district, provincial, and national levels, thereby enabling improvements in health outcomes for patients and improved quality of health services and care delivery. Currently, we working on 7 district in Indonesia and expecting to expand to more then 20 district on 2027 to achieve 7 million caregivers through care companion program or in Indonesia we called Program Pendampingan Pengasuhan Keluarga.

WHAT YOU WILL DO 

We are seeking a Medical Support Executive (MSE) Manager who is both experienced and dynamic, possessing exceptional leadership skills and a solid foundation in medical knowledge. In this position, you will be responsible for the development of a positive and productive work environment by leading a team of passionate and enthusiastic professionals.

As an ideal candidate, you will excel in the following areas: promoting collaboration across departments, streamlining team coordination, and maintaining accurate reports. Your position requires the ability to rapidly adapt to new technologies and innovations in the field, as well as proficiency in tools such as Microsoft Office and Google Workspace.

Strong communication and team management skills are essential, as you will play a pivotal role in guiding the team toward achieving organizational goals while ensuring the delivery of high-quality support services.

Team Leadership and Management

• Oversee people management tasks, including resolving MSE queries, conducting performance reviews, managing documentation, approving leave requests, and monitoring team performance.
• Develop and manage team shift plans to ensure seamless operations.
• Take full ownership of condition areas (Maternal and Child Health, Non Communicable Disease, TB, General Medicine & Surgery, etc.), ensuring comprehensive oversight.

Training and Development

• Plan, coordinate, and deliver medical and technical training for new hires and the MSE team.
• Schedule and manage ongoing medical and other relevant training sessions in collaboration with teams.

Quality Assurance and Auditing

• Review and refine medical responses to maintain high-quality service standards.
• Conduct audits of medical responses to ensure accuracy and adherence to protocols.

Process Optimization

• Design and implement new message flows to optimize communication processes.
• Manage and report technical issues on platforms (e.g., Freshdesk, Turn, Exotel, Text-it, WhatsApp) used for remote engagement services.

Reporting and Documentation

• Maintain and manage documentation, including daily, monthly, and annual reports, ensuring accuracy and timely updates.

Recruitment and Onboarding

• Handle end-to-end recruitment, including candidate selection, medical interviews, training, and reference checks.

Field Collaboration

• Collaborate with district coordinator, field officer, Product and Program Managers to coordinate hospital or field visits for MSE's.

WHO WE ARE LOOKING FOR

• 4-6 years of experience in the medical field (preferably with a background in medicine or public health) and people management.
• Proficiency in using storage and document management tools such as Google Workspace, MS Office, and other relevant technical platforms.
• Experience working with a reputable NGO or similar organizations.
• Strong document and report writing skills in English.
• Proficient with Android phones, laptops, web browsers, Gmail, and other commonly used online platforms.

At Noora Health, we value diversity, equity, and inclusion, and we understand the value of developing a team with different perspectives, educational backgrounds, and life experiences. We prioritize diversity within our team, and we welcome candidates from all gender identities, castes, religious practices, sexual orientations, and abilities – among many others.

We encourage people from all backgrounds to apply for positions at Noora Health.