MM01106
PATIENT SUPPORT ACTIVITY MANAGER
Level 10
Career Path
Reports to (Hierarchical)
Project Medical Referent
Reports to (Functional)
Project Medical Referent- MTL/ Medical Coordinator
Job Family
Medical and Paramedical
Main Purpose
Defining, coordinating and monitoring all patient support activities (emotional, education and social support activities) within a chronic diseases project (HIV/ TB / others) according to MSF principles, protocols and standards in order to empower the patient in front of his illness and treatment, beyond the purely medical aspects of care
Accountabilities
- Assessing patient support needs and defining the patient support strategy according to the changing medical needs and context
- Developing patient support tools (counselling and education protocols, health promotion messages, flyers, flipcharts, games, etc.)
- Ensuring implementation of patient support activities (health talks, education and counselling sessions, defaulter tracing, strengthening of support groups, linking with social actors, community awareness activities,…) according to protocols and tools.
- Monitoring and evaluating patient support activities (defining indicators and follow-up tools, collecting and analysing data)
- Ensuring good communication and collaboration with the other components of the project and other partners working on patient support
- Managing staff involved in patient support. Planning and supervising, in close coordination with the HR department, the associated processes (recruitment, training, performance evaluation, development and internal communication) of the staff under his/her responsibility in order to improve staff capabilities and to ensure both the sizing and the amount of knowledge required
Education
University degree in psychology/ counselling/ social sciences/ communication/ health promotion/ educational sciences / nursing
Experience
Essential, working experience of at least two years in related jobs. Desirable, working experience with MSF or other NGO’s
Language Level Description
B2 Independent User
Vantage or upper intermediate
- Can understand the main ideas of complex text on both concrete and abstract topics, including technical discussions in his/her field of specialisation.
- Can interact with a degree of fluency and spontaneity that makes regular interaction with native speakers quite possible without strain for either party.
- Can produce clear, detailed text on a wide range of subjects and explain a viewpoint on a topical issue giving the advantages and disadvantages of various options.
Technical Skills
Person / material hygiene
Autonomous
Able to supervise use of PPE in a service or department
Infection control
Under Supervision
Knowledge and respect of universal standard precautions
Knowledge and respect of disinfection material guidelinesL1 Knowledge and respect of universal standard precautions
Knowledge and respect of disinfection material guidelines
Pharmacy
Expert
Able to perform rational use of prescription analysis
Able to ensure quality control on drug management
Knowledge of drugs: action, interaction and side effects
Able to evaluate the quality level of patient therapy education
Mastery of pharmacy management softwareL4 Able to perform rational use of prescription analysis
Able to ensure quality control on drug management
Knowledge of drugs: action, interaction and side effects
Able to evaluate the quality level of patient therapy education
Mastery of pharmacy management software
Stock
Under Supervision
Able to manage ward/OT material stock (inventory, refilling)
Able to evaluate equipment status (availability, functioning)
L1 able to manage ward/OT material stock (inventory, refilling)
Able to evaluate equipment status (availability, functioning)
Counseling
Master
Able to provide training in counseling and technical supervision on counseling sessions (group and individual)
Able to make diagnosis and to provide appropriate psycho-social intervention accordingly
Able to develop counseling tools
Able to define, implement and coordinate counseling/psycho-social/education activities
Social Sciences methodology
Autonomous
Able to collect data using social sciences techniques such as semi structured interview, focus group discussion, etc. and write a report with practical recommendations for the project
Health promotion
Master
Design a comprehensive HP strategy, create and adapt all HP tools and techniques : visual support, content support (guidelines, manuals), trainings, games etc.
Clinical competence
Under Supervision
Basic knowledge of normal physiology
Able to identify abnormal (pathological) cases
Transversal Competencies
Commitment to MSF’s Principles
Demonstrates loyalty, awareness and respect for MSF’s values
- Expresses his/her interest by talking/asking/giving informed opinions about MSF’s activities.
- Expresses he/she wants to work with MSF because of its principles and mission.
- Overtly expresses his/her satisfaction at belonging to MSF and defends MSF’s social mission.
- Refers to beneficiaries* when speaking about his/her own work.
- Always transmits a positive image of MSF in front of both colleagues and external people.
- Translates the principles of MSF into actions.
Behavioural Flexibility
Facilitates and helps to bring about changes in others
- Sets up mechanisms that can minimise the impact of an “expected change” on others, for instance, a good briefing.
- Communicates and provides information even when he/she is not the team leader.
Results and Quality Orientation
Improves performance and sets ambitious and realistic goals
- Strives to continually improve work methods.
- Suggests news ways of increasing efficiency in his/her field of action.
- Demonstrates a continuous learning attitude.
- Sets as an objective the improvement of the process.
Teamwork and Cooperation
Encourages, engages and motivates people to work as a team
- Shows he/she values the experience and input of other team members through empathetic communication.
- Makes decisions taking into account how they affect the team.
- Actively seeks input from team members to define how they will work together.
- Makes sure the common objective is known and supported by all the team.
- Works to achieve cohesion and a spirit of cooperation in the team.
- Involves the team in the decision-making process that may affect all its members.
People Management and Development
Gives feedback and sets limits
- Informs and gives feedback about results achieved by the team.
- Individually rectifies ineffective behaviour through constructive feedback.
- Acknowledges the positive performance of his/her collaborators, using suitable techniques for the follow-up appraisal.
- Manages any discrepancies between team members’ expectations and the reality of their situation.
- Is approachable and makes time for all team members.