Role Summary
Clinic Operations plays a critical role in ensuring the clinic runs smoothly on a daily basis from a service, flow, and operational discipline perspective. In addition to overseeing customer experience and clinic readiness, this role also strengthens inventory control and procurement coordinationensuring the clinic is consistently well-stocked and operationally efficient.
This position is ideal for candidates with a
purchasing, procurement, or supply chain background who are detail-oriented, structured, and proactive, and are interested in applying their expertise in a healthcare environment for animals.
Key Responsibilities
Customer Experience & Front Operations
- Handle customer chat and inbound communication channels professionally, empathetically, and within SLA
- Coordinate customer needs with concierge, vet techs, or doctors to ensure smooth service delivery
- Provide in-clinic concierge support from arrival to discharge
- Guide customers through service flow and next steps clearly
- Act as a calm and reassuring presence for pet owners during waiting or inpatient situations
Clinic Flow & Operational Coordination
- Monitor daily patient flow, waiting time, and potential service bottlenecks
- Coordinate with medical and Vet Tech teams to maintain smooth clinic operations
- Support prioritization during peak hours or emergency cases
- Ensure doctors and medical staff can focus without unnecessary operational disruptions
Inventory Control & Procurement Operations (Key Focus)
- Manage end-to-end non-medical inventory operations (receiving, recording, monitoring)
- Validate incoming goods against purchase orders and delivery notes
- Maintain accurate stock records and ensure proper documentation
- Monitor stock levels and proactively identify replenishment needs
- Prepare and submit purchase requests in a timely and structured manner
- Liaise with Head Office / procurement team for order tracking and follow-up
- Identify and flag discrepancies (shortage, damaged goods, incorrect delivery)
- Support cost-awareness by ensuring efficient usage and minimizing waste
- Assist in basic vendor coordination for non-medical supplies when needed
Clinic Readiness & Premise Control
- Conduct daily premise checks to ensure clinic readiness and operational standards
- Ensure cleanliness, organization, and safety of non-medical areas
- Oversee opening and closing checklist execution
- Coordinate minor facility or maintenance issues with internal teams or vendors
Service Recovery & Escalation
- Handle first-level customer concerns and complaints professionally
- Identify issues early and coordinate escalation to relevant stakeholders (Senior Vet Tech, Doctor, Branch Lead)
- Document issues clearly for proper follow-up and service continuity
Operational Data & Reporting
- Ensure accurate recording of operational and inventory-related data
- Track stock movement and highlight trends or risks (fast-moving, slow-moving items)
- Flag inconsistencies or operational risks to branch leadership or Head Office
- Support basic reporting related to inventory and operational performance
Who We're Looking For
Background
- Experience in purchasing, procurement, inventory, or supply chain operations
- Experience in retail, F&B, hospitality, or clinic operations is a plus
- Familiarity with stock management systems or basic procurement processes is preferred
Skills & Traits
- Strong attention to detail and high level of accuracy (especially in stock & data handling)
- Structured, organized, and disciplined in following SOPs
- Proactive in identifying gaps, risks, and improvement opportunities
- Good coordination and communication skills across teams
- Able to multitask and manage both operational and administrative work
- Calm and professional when handling customers
- Reliable, accountable, and able to work in a fast-paced environment
- Comfortable working shifts, weekends, and peak hours
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