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

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Field Agent - Hospital Digital Payments