Clinic Operations (Customer Service)

Role Summary Clinic Operations is responsible for ensuring the clinic runs smoothly every day from a service, flow, and operational discipline perspective. This role focuses on customer experience, daily clinic readiness, and operational coordination, allowing the medical team to focus fully on medical ops and patient care.

This position is ideal for candidates with a strong operations or hospitality background who are calm under pressure, disciplined with SOPs, and eager to work in a healthcare environment for animals.

Key Responsibilities Customer Chat

Handle customer chat and inbound communication channels professionally and empathetically and in a timely manner, adhering to SLA’s

Coordinate requests from chat with concierge, senior vet techs, or doctors as needed to resolve the issue

Concierge

Provide in-clinic concierge support for customers from arrival until discharge

Ensure customers understand the service flow and next steps clearly

Act as a calm and reassuring presence for pet owners during waiting or inpatient situations

Monitor daily patient flow, waiting time, and service bottlenecks

Coordinate with medical and Vet Tech teams to maintain smooth clinic rhythm

Support prioritization during peak hours or emergency situations

Help ensure doctors and medical staff can focus without unnecessary interruptions

Service Recovery & Escalation

Handle first-level customer concerns, confusion, or dissatisfaction

Identify issues early and quickly coordinate escalation (with or without walkie talkie) to:

Senior Vet Tech (Medical)

Doctor

Branch leadership

Document service issues and handover notes clearly to ensure continuity

Clinic Readiness & Premise Control

Conduct daily premise walkaround to ensure overall clinic readiness

Ensure front-of-house and non-medical areas meet clinic standards for cleanliness, organization, and safety

Oversee opening and closing checklist execution

Coordinate minor facility or cleanliness issues with internal teams or vendors (non-medical)

Inventory & Non-Medical Supplies Operations

Receive and validate incoming non-medical goods and supplies

Record outgoing non-medical inventory accurately

Monitor basic stock availability for non-medical supplies

Flag discrepancies or risks (missing items, damaged goods, low stock)

Submit simple non-medical procurement requests to Head Office

Support Stockist Paramedics on warehouse ops (medical inventory) when they’re not available due to handling patients.

Operational Data & Coordination

Ensure basic operational data is recorded accurately (visit status, service completion, handover notes)

Flag data inconsistencies or operational risks to branch leadership or Head Office

Coordinate daily with Senior Vet Tech (Medical) to ensure smooth service handover

Who We’re Looking For Background

Experience in operations, hospitality, retail, F&B, or service leadership roles (example: Starbucks, McDonald’s, retail chains, hotels, restaurants)

OR experience in clinic / healthcare operations in a non-medical capacity

Skills & Traits

Strong SOP discipline and attention to detail

Calm, professional, and empathetic communication style

Comfortable handling customers in emotional situations

Able to multitask and prioritize in fast-paced environments

Reliable, proactive, and accountable

Comfortable working shifts, weekends, and peak hours

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