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 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: http://www.clintonhealthaccess.org

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 Hon’ble 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 utilisation 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 ~13,000 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 pilot project would be undertaken in the districts of Sehore and Bhopal 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:

WJCF is looking for an Analyst to work closely with Madhya Pradesh State Health Agency (SHA) in Bhopal to help drive the implementation of an integrated call centre-based solution leveraging the existing Ayushman Bharat Niramayam scheme in the state.

The Analyst will support the Program Manager and Associate in implementation of the above solution by supporting the team in strategy development, collating and maintaining a database of health facilities, analysing the concurrent monitoring data, and building capacities to scale-up the solution across the state.

The adoption of an integrated call centre-based solution is important for the Ayushman Bharat ecosystem in two main ways:

• An integrated call centre facilitates the citizens in their care seeking journey by navigating them to the right care point based on the assessment of their healthcare needs, leading to reduction in their out-of-pocket expenditure (OOPE) and time to access formal and appropriate care.
• The care seekers’ feedback can be leveraged for improving the quality of care, leading to increase in utilization of benefits extended through the public health system.

This role provides an opportunity to lead the implementation of an innovative solution that has the potential to significantly improve the care seeking journey. While based out of the SHA office, the successful candidate will be supported by and work closely with WJCF’s Delhi and Bhopal-based leadership team.

• Supporting the development of program strategy and operational plan for integrated call centre operations.
• Collating information and maintaining the databases (of facilities, healthcare providers, and such others).
• Undertaking data analysis for the concurrent monitoring data.
• Developing purposive insights, visualizations, tools and templates that support in progress tracking and program management.
• Supporting the Project Manager and Associate in solution implementation.
• Supporting in development of relevant documentation for the integrated call centre operations.
• Capacitating the selected call centre executives on the use of different modules of the technology solution for delivering the services.
• Engaging with state level stakeholders to gather required information and keep them engaged throughout the project implementation.

• Master’s/Bachelor’s degree in management, public health, engineering, digital health, public policy, or similar fields.
• Work experience of at least 2 years in digital health, management consulting, public health, public policy, or allied areas.
• Proven performance in a fast-paced, results driven environment.
• Excellent analytical (qualitative and quantitative) skills and communication (written and verbal) skills.
• High level of proficiency in Microsoft Office, particularly Excel, PowerPoint and Word.
• Willingness to travel across states, as required (up to 20% travel).
• Ability to think strategically, handle ambiguity, and problem solve in a fast-paced, limited-structure, multicultural environment.
• Impeccable integrity.
• Humility and open-mindedness.
• Learning mentality.
• Tenacity and resourcefulness.
• Willingness to speak up, and then to commit once a decision is taken.
• Fluency in English.

Preferred

• Experience working in a multi-stakeholder environment and / or government stakeholder management experience.
• Experience in e-governance or digital health programs in India.
• Ability to navigate complex processes and influence decision-making in a professional and collaborative manner.
• Fluency in Hindi and additional Indian language is an advantage.

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