Job Designation: Telecaller
Number of Positions: 4
Locations: Ahmedabad (1), Surat (1), Panchkula (2)
About the Organisation
WJCF is an Indian non-profit organisation committed to saving lives by reducing the burden of disease and strengthening government-owned, high-quality health systems. Since 2007, WJCF has combined data-driven approaches and deep public health expertise with strong government partnerships to design, implement, and scale solutions across India’s national and state health programmes. We work for and at the service of governments — supporting the Ministry of Health & Family Welfare and State Departments of Health to build systems that are strong, sustainable, and led by Indian institutions.
As an Indian organisation, WJCF brings an unmatched depth of contextual understanding of India’s health system architecture, policy landscape, and implementation realities across diverse geographies and population groups. This local institutional credibility, combined with global technical rigour, is central to WJCF’s effectiveness as a partner to governments and donors.
Our work is built around four complementary roles: as a Trusted Government Partner, co-designing programmes and strengthening health system architecture; as an Operational Partner, translating strategies into effective on-the-ground delivery; as a Market Shaper, improving the availability and affordability of health commodities; and as an Ecosystem Catalyst, convening governments, development partners, academia, and the private sector to drive solutions at scale.
WJCF’s programme portfolio spans thematic areas like hepatitis, HIV/AIDS, tuberculosis, vector-borne diseases, syphilis, cervical cancer, diabetes, maternal and childhood anaemia, immunisation, under-5 diarrhoea and pneumonia, sexual and reproductive health, Ayushman Bharat Pradhan Mantri – Jan Arogya Yojana (AB PM-JAY), Ayushman Bharat Digital Mission (ABDM), hypoxemia and oxygen, safe drinking water, sickle cell disease, presbyopia, lead poisoning, and cross cutting thematic areas like AI and Health, integrated disease surveillance and climate and health.
We currently support programmes across 19 states and union territories, with teams working at national, state, district, and sub-district levels.
Our people are our greatest asset. WJCF brings together a talented, diverse team of professionals from public health, analytics, consulting, healthcare, the development sector, and academia, all united by a shared commitment to improving health outcomes for the people of India. We are entrepreneurial, action-oriented, and deeply grounded in the communities and systems we work in. Our field teams collectively bring hundreds of years of experience managing public health programmes across the country.
WJCF collaborates with a range of international and domestic partners and donors to advance its mission, including an affiliation with the Clinton Health Access Initiative (CHAI), a global health organisation with which WJCF shares a common mission and values.
About the Assignment:
WJCF is implementing “Expanding TPT in the Private Sector at the Patient’s Doorstep” across four districts, Ahmedabad (AMC), Surat (SMC), Faridabad, and Gurgaon. The project establishes TPT Centres within high-load private hospitals and clinics, and deploys a “Coordinated Services Delivery at Doorstep” model through third-party agency partnerships. The Telecaller is the remote patient-engagement anchor of the project. Operating from a central location, the Telecaller is responsible for telephonic follow-up with enrolled household contacts (HHCs), ensuring that every beneficiary who has been initiated on TPT receives timely counselling, adherence support, and appointment reminders throughout the full treatment course. The Telecaller also verifies, through structured monthly calls, that third-party agency services – diagnostics, drug delivery, and messaging – have actually been received by beneficiaries, serving as an independent quality-check layer on agency-claimed service delivery. This role requires strong communication skills, comfort with call-based workflows, and the ability to manage high call volumes while maintaining accurate records in the project’s Service Delivery Tracker.
Key Responsibilities
Telephonic Follow-up and Adherence Support:
- Call enrolled HHCs and index TB patients on a scheduled basis to monitor TPT treatment adherence, confirm drug intake, assess for adverse drug reactions (ADR), and provide brief counselling on the importance of completing the full TPT course.
- Guide HHCs through symptom screening questions over the phone; advise on provider consultation if symptoms suggestive of active TB are reported, and flag such cases immediately to the District Lead.
- Remind index patients and HHCs of pending diagnostic appointments (TBI/IGRA, CXR), upcoming drug refill schedules, and any unresolved actions in their care pathway.
- Conduct telephonic re-engagement calls for beneficiaries identified as lost to follow-up (LTFU) or non-responsive to prior outreach; escalate persistent LTFU cases to the Field Officer/Distrct Lead.
Service Utilisation Verification:
- Use the Service Utilisation Tracker to conduct monthly telephonic verification of beneficiaries, confirming whether third-party services claimed by the agency (IGRA collection, CXR, drug delivery, sputum transport) were actually received by the beneficiary at the stated time.
- Record discrepancies between agency-claimed services and beneficiary-reported receipts in the tracker; report unresolved discrepancies to the District Lead for escalation to the agency.
- Maintain call logs with date, time, beneficiary response, and outcome for every verification call; submit weekly summaries to the District Lead and Associate.
Reporting and Coordination
- Prepare and submit the Monthly Activity Summary Report of tele-counselling services, covering call volumes, adherence status, pending diagnostics, drug refill reminders, and LTFU re-engagement outcomes for the assigned district.
- Coordinate closely with Field Officers in the district to flag beneficiaries requiring in-person follow-up, share updated contact details, and align on cascade status for shared beneficiaries.
- Meet daily and weekly call volume targets as set by the District Lead; maintain a consistent calling schedule across the assigned beneficiary list and report progress against targets in weekly summaries.
- Participate in project team reviews as required; flag systemic issues to the District Lead for operational course correction.
Qualifications and Experience
Required:
- Graduate in any stream; background in health, social work, pharmacy, or communication preferred.
- 1–2 years of experience in a telecalling, tele-counselling, patient helpline, or health outreach role; freshers with strong communication skills and a health background will be considered.
- Clear, empathetic communication style in the relevant state language; ability to counsel patients on sensitive health topics over the phone with professionalism and patience (Gujarati for AMC and SMC; Hindi for Faridabad and Gurgaon).
- Basic proficiency in MS Excel or Google Sheets for maintaining call logs and updating trackers; comfort with smartphone-based data entry.
- Physical and mental stamina for sustained calling work — the role involves making patient calls for 6–8 hours a day; a calm, patient demeanour under repetitive workloads is essential.
- Familiarity with TB, NTEP, or any government health programme is an advantage; prior experience with patient follow-up or adherence support in a health programme preferred.
- Ability to work from a shared call centre environment (State TB Cell or WJCF office) for regular calling hours; limited field travel may be required for project reviews.
Preferred:
- Prior experience in a health helpline, district NHM call centre, or TB/HIV patient support programme.
- Exposure to Nikshay or other health MIS platforms, even as a data entry or verification role.
- Familiarity with motivational interviewing or structured counselling approaches for health behaviour change.
Note – This will be on 3rd Party Payroll
Link to Telecaller - Here