Program Coordinator Intern

About the Role

The Program Coordinator - Patient Advocate Support will serve as the primary point of contact between Patient Advocates (PAs) and Campaign Managers, ensuring seamless coordination, timely escalations, and consistent communication quality across all active fundraisers. This role ensures that updates collected from beneficiaries via the PAs are complete, accurate, meaningful, and published on time. You will support PAs with process clarity, resolve operational issues, and maintain donor confidence through transparent communication. This is a full-time opportunity operating on a 6-month internship model, followed by a possibility of conversion to a permanent role based on performance.

• First 2 months: In-office for training, shadowing, and process alignment
• Post-training: Remote / Hybrid based on organisational needs
• Work Days: Monday to Friday

Key Responsibilities

1. Coordination Between PAs and Campaign Managers

• Act as the central liaison between Patient Advocates and Campaign Managers.
• Assign cases, clarify expectations, and ensure PAs gather complete and verified updates.
• Maintain smooth information flow between teams to support timely update publishing.
  

2. Escalation & Issue Resolution

• Handle escalations from PAs on incomplete details, unresponsive families, or document gaps.
• Coordinate cross-functionally with Verification, Operations, and Donor Support teams.
• Track escalations to closure within defined timelines.
  

3. Communication & Update Quality Oversight

• Review update drafts prepared by PAs to ensure clarity, empathy, correctness, and completeness.
• Ensure every update meets Milaap's quality guidelines before it is published.
• Provide feedback to PAs to help them improve communication standards.
  

4. Process Management & Tracking

• Maintain structured trackers for assignments, update status, escalations, and daily PA performance.
• Monitor SLAs for response time, update turnaround, and issue resolution.
• Identify bottlenecks and propose process improvements.
  

5. Training, Onboarding & Support

• Support onboarding of new PAs during orientation and guide them on processes, tone, and expectations.
• Provide continuous coaching and clarifications to help PAs manage conversations effectively.

Share recurring insights and challenges with leadership to refine the program.

What Were Looking For

• Strong verbal and written communication skills
• Excellent coordination and stakeholder management abilities
• High attention to detail and strong follow-up habits
• Empathy and patience while interacting with families and frontline team members
• Ability to multitask and manage deadlines
• Proficiency with Google Sheets, Docs, emails, and basic digital tools

What Youll Gain

• Strong foundation in communication, coordination, and escalation management
• Experience working closely with impact-driven teams
• Opportunity for

  full-time conversion after 6 months

Hybrid work flexibility after initial training

Work Mode & Schedule

• Type:

  Full-Time (First 6 months as Internship/Trainee)

• Work Days:

  Monday to Friday

• Initial 2 Months:

  In-office (training & process alignment)

• Post Training:

  Remote / Hybrid

• Compensation:

  20,000 monthly (during internship period)

• Full-time CTC:

  Based on performance & conversion