Job Summary

Under the overall supervision of Chief Migration Health Officer (CMHO) and the direct supervision of the Senior Medical Assistant, the successful candidate will be responsible for carrying out the call centre function and the following duties and responsibilities in relation to the Migration Health Assessment Centre (MHAC) in Ankara, Türkiye.

Key Responsibilities

Call Centre overall duties:

1. Support coordination of call centre function and support its efficient operation
2. Provide migrants’ information regarding health assessments by phone.
3. Register the migrants in the IOM database, schedule and confirm medical appointments and receive and communicate messages for medical staff and beneficiaries.
4. Prepare master lists of migrants scheduled for health assessment processing and submit them to respective service providers / relevant persons as required.
5. Maintain daily statistics related to health assessments and update the records; and,
IOM is committed to ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM”s workplace culture at IOM workplace culture International Organization for Migration
6. Contribute to customer satisfaction evaluation management.

Reception and Data Entry overall duties

7. Perform all the necessary data processing activities of the Migration Health Assessment Centre (MHAC), such as:
• receiving and explaining the registration process to applicants.
• checking applicant’s identity.
• entering biodata of the applicants in the appropriate platform.
• taking photos using webcam and loading the image to the appropriate platform; and,
• printing of medical forms, consent forms and other necessary documents.
8. Receive all completed medical examination forms, x-rays and other documents from Country Offices or Panel Physicians while updating the reception of the same in the database and forward for quality check before clearance, if applicable.
9. Prepare, sort and package medical files and other documents during mobile migration health assessment missions where such mobile units are available.
10. Transmit completed medical forms, DNA packages and other medical documents either by electronic means or by courier services to the various partners. Ensure correct contacts and physical address are used whenever documents are transmitted by courier services and ensure to inform the receiving party of the parcel tracking number electronically;
11. File incoming/outgoing letters, reports, memoranda, emails faxes as well as IOM documents and forms related to IOM medical issues.
12. Check, print and make photocopy of bank deposit slips (or other proof of payment). Regularly submit these photocopies to the Administrative/Finance Assistant; and,
13. Perform such other duties as may be assigned.

Required Qualifications

Education:

• University Degree with at least three years of relevant working experience or,
• Secondary School Diploma with at least five years of relevant working experience.
• Certificate in IT/Data entry is an advantage.

Experience:

• Experience in computer data entry, elaboration and analysis or in a call centre in a busy institution, preferably a medical one.
• Typing speed of at least 60 words per minute.
• Knowledge of data management principles.
• Knowledge of customer care.
• High computer literacy in Windows and MS Office is mandatory, knowledge of web page design would be an asset.
• Knowledge of medical terminology, as well as previous secretarial and archival experience, an added advantage; and,
• Previous working experience with NGOs or international organizations is an added advantage.
• At least an intermediate level of MS office skills;
• Leadership skills (desirable);
• Analytical skills;
• Excellent communication skills;
• Fast and accurate typing.

Languages

All IOM staff members in all categories are required to be fluent in one of the IOM”s official languages (English, French, Spanish).

For this position, fluency in English and Turkish is required.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values – all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators Level 1

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Notes

Please refer to this link for guidance on IOM Job Category.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.

IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.

IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.

No late applications will be accepted. Only shortlisted candidates will be contacted.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies