Senior 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