POSITION (1)
Program Officer- Digital Health and Care Coordination
PROJECT
Integrated Digital Navigation for Accessible, Cashless, Continuous Care under AB-ArK in Mysuru District of Karnataka
LOCATION
Suvarna Arogya Suraksha Trust, Bangalore
TYPE OF CONTRACT
Fixed term contract for one-year (renewable)
REPORTS TO
Lead Partnerships and Innovation
JOB SUMMARY
The Government of India announced Ayushman Bharat in 2018. Ayushman Bharat, a major health sector reform, aims at making interventions in primary, secondary and tertiary care systems, covering both preventive and promotive health, to address healthcare holistically. This program in Karnataka has been combined with Arogya Karnataka scheme to form the AB-Ark scheme that covers both BPL and APL beneficiaries. For BPL beneficiaries it provides coverage up to 5 lakh rupees ($7,100) per family per year for secondary and tertiary care hospitalization, while a 30 % discount on health expenditure is made for APL beneficiaries per annum, under this scheme.
ACCESS Health provides implementation support to Suvarna Arogya Suraksha Trust (SAST), the State Health Agencies in Karnataka in implementation of AB-ArK schemes towards building state leadership in evidence-based implementation, use of efficient, multisectoral and cost-effective interventions for increasing beneficiaries’ access to quality healthcare, improved experience and reduced out of pocket expenditure, including systems integration and designing novel Care Coordination Pathways to manage various NCD conditions. ACCESS Health seeks to board a Program Officer to support the implementation of the project. The position will be based in SAST, Arogya Soudha, Bengaluru.
ROLE SUMMARY
The Program Officer will support the implementation of an Integrated Healthcare Delivery Support Platform by strengthening the AB-ArK helpline as a care coordination hub. The role will focus on technical monitoring, operational oversight, and capacity building of helpline teams and district stakeholders to ensure effective patient navigation, especially for NCD patients and vulnerable populations (tribal and urban poor).
The position will act as a bridge between government systems, call centre operations, digital platforms, and community-level implementation partners.
KEY RESPONSIBILITIES:
A. Technical Monitoring of Helpline Based Care Coordination
• Monitor implementation of care navigation workflows within the AB-ArK helpline. Track key performance indicators such as
• Referral-to-admission conversion rates
• Case closure timelines
• Outbound follow-up completion
• Patient satisfaction (PREMs/PROMs where applicable)
• Call center performance: daily, weekly, monthly as per services and specialty
• High-risk patient tracking
• Call Centre efficiency metrics
• Generate monthly, quarterly, and ad-hoc analytical reports.
• Identify operational bottlenecks in referral tracking, patient outreach, and coordination with hospitals.
• Support development of real-time monitoring dashboards and reporting frameworks.
B. Call Centre Strengthening & Process Optimization
• Support government teams in transitioning the helpline from reactive to proactive care navigation.
• Assist in developing and refining:
• Standard Operating Procedures (SOPs)
• Call scripts for NCD care pathways
• Escalation and grievance protocols
• Provide inputs for CRM upgrades and workflow automation (case creation, tracking, follow-up triggers).
• Ensure alignment between helpline workflows and
• Referral Portal
• Hospital systems (HEMP)
• Transaction/claims systems
C. Capacity Building of Helpline Executives
• Design and deliver training modules for Call Centre Executives (CCEs) on:
• AB-ArK scheme and entitlements
• NCD care pathways and referral protocols
• Patient communication and counselling skills
• Use of CRM and digital systems
• Conduct refresher trainings and on-the-job mentoring.
• Develop training materials, job aids, and quick reference guides.
• Assess training effectiveness through pre/post evaluations and performance tracking.
D. Coordination with Government and District Stakeholders
• Facilitate coordination between helpline, hospitals, and Arogya Mitras for seamless patient navigation.
• Support district-level review meetings on referral and helpline performance.
• Support coordination with NGO partner implementing community outreach in tribal and urban poor areas.
• Support feedback loops from community to helpline for service improvement.
E. Documentation, Reporting & Learning
• Prepare monthly and quarterly progress reports.
• Document implementation learnings, best practices, and case studies.
• Support development of policy briefs and scale-up recommendations.
• Contribute to donor reporting and knowledge dissemination.
Required Qualifications & Experience
• Master’s degree in Public Health, Health Management, Health Policy, or related field
• 3–6 years of experience in:
o Health systems strengthening
o Public health programs (preferably NCDs or insurance schemes)
o Digital health or call centre operations (desirable)
• Experience working with government health systems or large-scale programs
Skills & Competencies
• Strong analytical and problem-solving skills
• Experience in data monitoring and dashboard interpretation
• Ability to translate program design into operational workflows
• Excellent communication and stakeholder management skills
• Training and facilitation capabilities
• Fluency in English and Kannada (preferred)
Desirable Experience
• Experience with call centre or helpline operations
• Familiarity with ABDM, CRM systems, or digital health platforms
• Experience working with tribal or underserved populations
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HOW TO APPLY: Eligible and interested candidates may email the latest Resume (in PDF format only) to
careers@accessh.org mentioning name of the position in the ‘Subject Line’ of the email.
Last date for application is April 24, 2026