The Clinton Health Access Initiative, Inc. (CHAI) is a global health organization committed to our mission of saving lives and reducing the burden of disease in low-and middle-income countries. We work at the invitation of governments to support them and the private sector to create and sustain high-quality health systems. 

CHAI was founded in 2002 in response to the HIV/AIDS epidemic with the goal of dramatically reducing the price of life-saving drugs and increasing access to these medicines in the countries with the highest burden of the disease. Over the following two decades, CHAI has expanded its focus. Today, along with HIV, we work in conjunction with our partners to prevent and treat infectious diseases such as COVID-19, malaria, tuberculosis, and hepatitis. Our work has also expanded into cancer, diabetes, hypertension, and other non-communicable diseases, and we work to accelerate the rollout of lifesaving vaccines, reduce maternal and child mortality, combat chronic malnutrition, and increase access to assistive technology. We are investing in horizontal approaches to strengthen health systems through programs in human resources for health, digital health, and health financing. With each new and innovative program, our strategy is grounded in maximizing sustainable impact at scale, ensuring that governments lead the solutions, that programs are designed to scale nationally, and learnings are shared globally.  

At CHAI, our people are our greatest asset, and none of this work would be possible without their talent, time, dedication and passion for our mission and values. We are a highly diverse team of enthusiastic individuals across 40 countries with a broad range of skillsets and life experiences. CHAI is deeply grounded in the countries we work in, with the majority of our staff based in program countries. 

In India, CHAI works in partnership with its India registered affiliate William J Clinton Foundation (WJCF) under the guidance of the Ministry of Health and Family Welfare (MoHFW) at the Central and States' levels on an array of high priority initiatives aimed at improving health outcomes. Currently, WJCF supports government partners across projects to expand access to quality care and treatment for HIV/AIDS, Hepatitis, tuberculosis, COVID-19, common cancers, sexual and reproductive health, immunization, and essential medicines.

Learn more about our exciting work: http://www.clintonhealthaccess.org

Project Background:

Over the years, Government of India has taken significant strides towards achieving universal access to equitable, affordable, and quality healthcare services, by extending a range of health schemes/ programs that provide access to primary, secondary, and tertiary care through public health facilities. Central to this effort is the Ayushman Bharat Yojana, launched in 2018, which has four key pillars, namely, Ayushman Bharat Health and Wellness Centre (AB HWC), Ayushman Bharat Pradhan Mantri-Jan Arogya Yojana (AB PM-JAY), Ayushman Bharat Digital Mission (ABDM), and Ayushman Bharat Health Infrastructure Mission (AB HIM). Each of these pillars complements and enables the others, thereby enabling the holistic delivery of health services.

In line with this mission to provide universal access to care, WJCF has been supporting the State Health Agency (SHA) in Madhya Pradesh in piloting a new patient-centric Care Integration service through the state’s AB PM-JAY helpline. This service enables patients to book a ticketed appointment out-patient department (OPD) consultation with ~400 specialists at 110+ government facilities in Bhopal and Sehore districts, as well as appointments for diagnostics tests. The appointments are provided based on the care they require, location, preferred time slots and other preferences.  Providing convenient, assured options for appropriate care can reduce the delay in seeking care, reduce Out-of-Pocket Expenses (OOPE) and improve their experience through the patient care journey. Providing convenient, assured options for appropriate care can reduce the delay in seeking care, reduce Out-of-Pocket Expenses (OOPE) and improve their experience through the patient care journey. In addition, the call centre also administers a simple adaptive health assessment tool which captures the patient’s reported symptoms and health history and helps identify the appropriate care required. A secondary objective of the pilot is to enable callers to begin their digital health journey by helping them create or identity their ABHAs (Ayushman Bharat Health Accounts), learn how to use them, and create an Electronic Health Record (EHR) that captures their reported symptoms.

Launched in April 2024, the Care Integration pilot has provided over 11,000 appointments in 30 weeks of implementation, with a fulfilment rate of 99% (among those who went for their appointments). We are now poised to increase geographic and service scope of program, by expanding to three further districts and by providing appointments for OPD consultations at AB PM-JAY hospitals.

Position Summary:

WJCF is looking for an Analyst / Senior Analyst to work closely with and at the National Health Authority (NHA), to socialize the concept of Care Integration at the NHA, in anticipation of deploying a similar Care Integration Platform via the NHA’s centralized AB PM-JAY call centre, in the AB-PMJAY care context. Thereafter, they will play a critical role in the subsequent implementation of such a Care Integration service.

The Analyst / Senior Analyst will work closely with the rest of the Care Integration team to understand and transfer learnings from the Madhya Pradesh pilot, develop a deep understanding of the current call centre operations at the NHA, and identify suitable technology options for the integration of the platform. They will also be instrumental in planning and executing the NHA-based Care Integration program in a limited geographic pilot.

Other government-sponsored health insurance programs such as the ESIC are in the process of being converged with AB PM-JAY. In this context, the selected candidate will also work closely with the Convergence team at the NHA to support convergence efforts, with a view to understanding implications of scheme convergence for Care Integration approaches.

This is a wonderful opportunity to build on and scale up an innovative new approach to patient-centric care, work with a smart and dynamic set of colleagues, and develop a deep understanding of both the health financing and digital health ecosystem in India.

Primary responsibilities will include:

• Developing a deep understanding of current call centre operations at the NHA, with a view to introduce Care Integration services
• Developing a deep understanding of technology platforms currently in use in the context of AB PM-JAY and other convergence schemes, including the TMS (Transaction Management System), BIS (Beneficiary Identification System) and HEM (Hospital Empanelment Module)
• Work with the Technology Lead identify and document the technical requirements of the proposed Care Integration Platform
• Work closely with the Bhopal-based Care Integration team to understand current pilot Care Integration operations under the aegis of the Madhya Pradesh SHA, including call flow, current Care Integration platform, and communication loops with callers and facilities
• Scoping analysis to identify potential pilot sites, including field visits
• Planning of pilot implementation
• Developing purposive insights, visualizations, tools and templates that support in progress tracking and program management.
• Supporting the Program Manager and and other team members in solution implementation.
• Liaising with and supporting the NHA’s call centre team during pilot implementation
• Working with and supporting the NHA’s Convergence and other teams in activities and special initiatives related to scheme convergence

Required

• Master’s/Bachelor’s degree in management, public health, engineering, digital health, public policy, or similar fields.
• Work experience of 3+ years in digital health, management consulting, public health, public policy, or allied areas.
• Proven performance in a fast-paced, results driven environment.

Preferred

• Experience working in a multi-stakeholder environment and / or government stakeholder management experience would be a strong positive.
• Experience in e-governance or digital health programs in India. 
• Prior exposure to public health systems or Health Financing

Skills & Traits:

Required

• Excellent analytical (qualitative and quantitative) skills and communication (written and verbal) skills.
• High level of proficiency in Microsoft Office, particularly Excel, PowerPoint and Word.
• Willingness to travel across states, as required (up to 30% travel).
• Ability to think strategically, handle ambiguity, and problem solve in a fast-paced, limited-structure, multicultural environment.
• Impeccable integrity
• Humility and open-mindedness
• Learning mentality
• Tenacity and resourcefulness
• Empathy, with the ability to put oneself in others’ shoes, especially the health seeker’s.
• Willingness to speak up, and then to commit once a decision is taken.

Preferred

• Ability to navigate complex processes and influence decision-making in a professional and collaborative manner.
• Fluency in English. Fluency in Hindi and additional Indian language is an advantage.