Field Agent - Hospital Digital Payments

Role 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

On‑Site Payment Facilitation

• 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.

Cashier Enablement & Training

• 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.

Patient Experience

• 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.

Merchant Operations & Compliance

• 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.

Relationship Management

• 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.

Issue Triage & Escalation

• 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.

Reporting & Insights

• Maintain shift logs: volumes, success rates, refunds/voids, peak hours, and common blockers.
• Share daily and weekly reports; highlight risks and quick wins to improve conversion and throughput.

Requirements

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.

Skills & Competencies

• 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

Key Performance Indicators (Kpis)

• 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 & Systems

• 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