Position Title: Hospital Digital Payments (field Agent)
Employer: Chapa Financial Technologies S.C
Employment: Full-Time | Permanent
Place of Work: Addis Ababa - Ethiopia
Posted date: 5 months ago
Deadline: Submission date is over
Job Summary
We’re looking for customer-obsessed Field Agents to be embedded at partner hospitals to drive seamless adoption of Chapa’s digital payments. You’ll work side-by-side with hospital cashiers and front-desk teams to initiate and reconcile payments via Chapa, guide patients through paying digitally, and ensure every transaction is fast, secure, and correctly recorded.
Key Responsibilities
- Proactively support hospital cashiers to initiate and complete payments using Chapa POS, USSD, QR, and payment links.
- Assist patients and caregivers to pay digitally (QR scan, mobile money, cards, bank apps), ensuring accessibility for all age groups.
- Monitor payment success rates in real time; escalate failures immediately and follow through to resolution.
- Coach cashiers on Chapa flows (refunds, reversals, voids, split payments, offline fallback).
- Conduct quick refreshers and micro-trainings during shift changes; share tips to reduce queue times.
- Ensure job aids, QR stands, signage, and SOPs are visible, up-to-date, and in the right desks.
- Offer friendly, multilingual assistance at payment points without disrupting clinical workflows.
- Handle basic objections (e.g., data charges, security concerns) with clear explanations of Chapa benefits and safety.
- Protect patient privacy and confidentiality at all times.
- Enforce correct tender mapping (digital vs cash), receipt issuance, and end-of-day cutover procedures.
- Verify device hygiene: app updates, login access, printer paper/ink, power banks, network connectivity.
- Adhere to hospital safety rules and Chapa policies, including data protection and KYC/AML requirements.
- Build trusted relationships with cashier supervisors and finance teams; become the first point-of-contact for payment queries.
- Capture feedback from hospital teams and patients; relay insights to Chapa product and ops.
- Log and triage incidents (failed payments, duplicates, settlement delays) using the designated ticketing tool.
- Coordinate with Chapa Support/Engineering for investigation; keep stakeholders updated until closure.
Qualifications
- Must-have: 1+ year in customer-facing ops (banking, payments, telecom, retail, hospitality, health admin, or call center).
- Comfortable with smartphones, POS devices, QR/USSD, and basic troubleshooting.
- Strong verbal communication in English and Amharic.
- High integrity, patience, and empathy for patients and hospital staff.
- Nice-to-have: Experience in hospitals/clinics or with digital payment providers.
- Additional languages: Afaan Oromo, Tigrinya, Somali. Familiarity with reconciliation, settlement reports, or basic Excel/Google Sheets.
Key Skills
- Customer empathy & conflict de-escalation
- Process discipline & attention to detail
- Tech-savvy with quick problem solving
- Clear documentation & reporting
- Stakeholder management under time pressure
- Willingness to work shifts and stand for extended periods
Performance Metrics
- Digital payment conversion rate at assigned hospital units
- Transaction success rate & time-to-resolution for incidents
- Average patient handling time / queue time improvement
- Number of cashier trainings/micro-coaching sessions delivered
- Completeness & timeliness of daily/weekly reports
- Stakeholder satisfaction scores (cashiers/finance)
Tools & Technologies
- Chapa Merchant App / Dashboard, POS devices, QR stands
- Ticketing & CRM (e.g., Zendesk/JIRA/HubSpot – as applicable)
- Google Workspace (Docs/Sheets/Slides), WhatsApp/Telegram for ops comms
Benefits
- Pension Plan
- Paid Time Off
- Training & Development
- Performance Bonus
- free lunch
