Field Agent - Hospital Digital Payments at Chapa

Addis Ababa, Addis Ababa, Ethiopia -

Full Time

Start Date

Immediate

Expiry Date

06 Jan, 26

Salary

0.0

Posted On

08 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Empathy, Conflict De-escalation, Process Discipline, Attention To Detail, Tech-savvy, Problem Solving, Clear Documentation, Reporting, Stakeholder Management

Industry

Financial Services

Description

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 ResponsibilitiesOn‑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. 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 Pension Plan Paid Time Off Training & Development Performance Bonus free lunch

Responsibilities

Field Agents will support hospital cashiers in facilitating digital payments and assist patients in making payments. They will also monitor payment success rates and provide training to cashiers on using Chapa's systems.