Clinic Operations (Purchasing)
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 coordination—ensuring 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