Medical Support Executive

Job description

Noora Health Bangladesh is part of Noora Health's broader mission to improve health outcomes and strengthen health systems by equipping family caregivers with essential skills to care for their loved ones. Founded in 2014, Noora Health turns hospital hallways and waiting rooms into classrooms through its flagship Care Companion Program (CCP), with support from governments and partners in India, Bangladesh, Indonesia and Nepal. The Medical Support Executive plays a key role in supporting patients and caregivers through Noora Health's Remote Engagement Service (RES), a mobile-based messaging service that provides timely, reliable health information and guidance. The role involves responding to health-related queries, ensuring high-quality communication, escalating critical cases to Medical Officers, and helping strengthen the overall user experience. Working details: 5 days per week, roster-based hours including day and night shifts, any 2 weekend days based on roster, weekly roster cycle, hybrid (remote plus office).

Responsibilities

• Respond to health-related questions received through the RES platform (WhatsApp, phone-based services or other digital channels) in a 16/7 roster
• Support Maternal and Child Health, Non-Communicable Diseases, General Medicine, General Surgery, ANC, PNC and SCANU content areas
• Review and edit AI-generated responses to ensure medical accuracy, completeness and empathy before responding
• Escalate urgent or high-priority cases according to established triaging protocols
• Coordinate with technical and engineering teams to report and resolve technical issues
• Support development of a knowledge base of questions and answers and training of AI
• Conduct user calls to understand needs and behaviours and collect feedback
• Maintain and share data and reports on the RES two-way response system, identify challenges and develop mitigation plans
• Participate in capacity building programs

Requirements

• Bachelors or Masters in Nursing or Midwifery
• At least two years of experience working in a clinical setting and providing health education
• Excellent communication and writing skills in Bangla and English
• Working proficiency with Google platform and MS Office Suite; comfortable using Android phones, laptops and artificial intelligence tools
• Highly organised, detail-oriented and self-accountable
• Excellent collaboration and interpersonal skills with team members at varying levels of management

Skills

• Bangla & English
• Clinical Knowledge
• Health Education
• MS Office
• Patient Communication