Engagement Coach - eHealth Technologies Limited

eHealth Technologies Limited is a leader in digital health innovation, committed to transforming healthcare delivery through cutting-edge technology. Our suite of apps—MyHealth, MyDoctor, and Pharmcare—empower healthcare professionals and patients by facilitating seamless communication, personalized care, and efficient management of medical and pharmaceutical practices.

Position Overview: The Engagement Coach will play a pivotal role in the successful onboarding and training of Healthcare Professionals (HCPs) and Facilities onto the eHealth Cloud. This role is ideal for individuals with a healthcare background who are passionate about integrating technology with patient care.

The Engagement Coach will work under the supervision of the Medical Representative, ensuring that Healthcare Professionals (HCPs) and Facilities are effectively coached to engage customers and deliver high-quality, patientcentered services using our digital platforms.

Department: Sales and Customer Success

Reports To: Medical Representative

Key Responsibilities:

Onboarding and Training:

• Assist in the onboarding of Healthcare Professionals (HCPs) and Facilities onto the eHealth Cloud and associated apps (MyHealth, MyDoctor, Pharmcare).
• Provide comprehensive training to Healthcare Professionals (HCPs) and Facilities, focusing on how to effectively use the apps to enhance customer service and patient care.
• Stay informed on all features and updates of the eHealth apps to deliver accurate and impactful training sessions.

Customer Engagement Coaching:

• Train Healthcare Professionals (HCPs) and Facilities staff on strategies to engage customers from the moment they walk into the facility, using health checks as a gateway to deeper interactions.
• Emphasize the importance of performing routine health checks (e.g., blood pressure, blood glucose) as an opportunity to educate customers about their health and introduce them to the MyHealth app for ongoing monitoring.
• Encourage Healthcare Professionals (HCPs) and Facilities staff to explain the benefits of recording vital signs in the MyHealth app, highlighting how it contributes to continuity of care and better health outcomes.

Promoting Continuity of Care:

• Guide Healthcare Professionals (HCPs) and Facilities staff on the importance of enrolling customers in telehealth services through the MyHealth app, ensuring that their medications and health data are continuously monitored.
• Train Healthcare Professionals (HCPs) and Facilities staff on setting up medication reminders, refill dates, and follow-up appointments within the app to maintain ongoing customer engagement and care.
• Provide coaching on how to encourage customers to consistently use the app for all their healthcare needs, reinforcing the value of telehealth services.

Customer Retention and Satisfaction:

• Develop strategies with Healthcare Professionals (HCPs) and Facilities staff to retain customers by offering personalized care and continuous support through the app.
• Monitor the success of Healthcare Professionals (HCPs) and Facilities staff in using the apps, providing feedback and additional coaching as necessary to ensure high levels of customer satisfaction and retention.
  
  

Collaboration and Support:

• Collaborate closely with the Medical Representative to align training and onboarding efforts with broader sales and customer success strategies.
• Offer ongoing support to Healthcare Professionals (HCPs) and Facilities staff, addressing any challenges or questions that arise in using the apps.
• Gather feedback from Healthcare Professionals (HCPs) and Facilities staff and customers to continuously improve the training process and enhance the functionality of the apps.
  
  

Qualification Required & Experience

Educational Background:

• Qualification in Pharmacy, Nursing, Public Health, or a related healthcare field is preferred.
  
  

Experience:

• Minimum of 2 years of experience in a healthcare setting, preferably in roles involving patient care, pharmacy operations, or healthcare technology.
• Experience in a customer success, sales, or training role is highly desirable.

Skills:

• Strong understanding of healthcare practices with a focus on patient engagement and care continuity.
• Excellent communication and interpersonal skills, capable of motivating and guiding pharmacy staff to adopt new practices.
• Proficient in using healthcare-related digital tools and apps; tech-savvy with a keen interest in digital health solutions.
• Ability to work independently and collaboratively, with strong organizational and time management skills.
• Creative problem-solving skills with the ability to adapt to changing situations and needs.
  
  

Key Attributes:

• Patient-centred mindset: A deep commitment to improving patient outcomes through personalized care and the effective use of digital health tools.
• Proactive Approach: Ability to anticipate challenges and proactively provide solutions and support.
• Continuous Learning: A desire to stay current with the latest developments in digital health and pharmacy practice.
  
  

Location: Accra