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Program officer, Care Integration

Organization: Clinton Health Access Initiative
Apply By: 07 Aug 2025
Location: Bhopal(Madhya Pradesh)
About the Organization
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.
Job Description
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
Job 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.
Education Qualification/Required Skills & Experience
- Master’s 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 (10–12 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.
For more information please check the Link
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