About eFiche

eFiche is a Rwanda-based digital health company bringing AI-enabled clinical tools to nurses and midwives at primary health care facilities across Rwanda. Our tools support real-time clinical decision making, ambient documentation, and risk flagging — directly within the clinical workflows used at health centres every day. Getting frontline health workers to adopt and trust these tools is one of our most important objectives, and Field Support & Adoption Officers are central to making that happen.

We are recruiting three Field Support & Adoption Officers to be our on-the-ground presence at health facilities, ensuring that nurses and midwives are actively using AI-enabled workflows, resolving issues in real time, and feeding user insights back to the product and training teams.

Purpose of the Role

Field Support & Adoption Officers provide on-the-ground technical support, user coaching, and adoption monitoring across an assigned portfolio of health facilities — serving as the direct link between frontline users and the eFiche team.

Key Responsibilities

• Conduct regular facility visits to support active use of AI-enabled clinical features
• Provide first-line troubleshooting and issue resolution for hardware, connectivity, and software problems at facility level
• Reinforce training through on-site coaching and micro-learning support following initial cascade training
• Log issues, user feedback, and adoption observations into the project's ticketing and feedback systems
• Monitor weekly active use metrics per facility and escalate concerns to the Implementation & Deployment Manager
• Build trusted relationships with facility in-charges, nurses, and district health officers
• Participate in weekly team stand-ups and contribute facility-level insights to product and training decisions

Required Profile

• 2+ years of experience in health system support, community health, digital health field work, or IT support in health settings
• Familiarity with Rwanda's primary health care system and facility-level workflows
• Comfort with digital tools and ability to troubleshoot basic software and connectivity issues
• Strong interpersonal and communication skills; ability to build trust with frontline health workers
• Experience with Rwanda's national health information systems is a strong advantage
• Kinyarwanda fluency required; English proficiency required; French is an advantage
• Willingness to travel regularly within assigned region

• Conduct regular facility visits to support active use of AI-enabled clinical features
• Provide first-line troubleshooting and issue resolution for hardware, connectivity, and software problems at facility level
• Reinforce training through on-site coaching and micro-learning support following initial cascade training
• Log issues, user feedback, and adoption observations into the project's ticketing and feedback systems
• Monitor weekly active use metrics per facility and escalate concerns to the Implementation & Deployment Manager
• Build trusted relationships with facility in-charges, nurses, and district health officers
• Participate in weekly team stand-ups and contribute facility-level insights to product and training decisions

• Ability to troubleshoot basic software and connectivity issues
• Strong interpersonal and communication skills
• Ability to build trust with frontline health workers
• Kinyarwanda fluency
• English proficiency
• French proficiency (advantage)
• Willingness to travel regularly within assigned region

• 2+ years of experience in health system support, community health, digital health field work, or IT support in health settings
• Familiarity with Rwanda's primary health care system and facility-level workflows
• Comfort with digital tools
• Experience with Rwanda's national health information systems (strong advantage)