Job Title

Operations Manager

The Operations Manager will oversee the daily operations of Care 1 and Care 2 clinics. Each clinic has its own supervisor, and the Operations Manager will provide leadership above them to ensure smooth, efficient, and high-quality service delivery. This role is responsible for managing high patient traffic (100+ visits daily in one site with two clinics) and supporting a large multidisciplinary team of 50+ staff, including doctors, nurses, and support staff. In addition, the Operations Manager will coordinate with multiple external companies, service providers, and accounts to ensure seamless operations.

Scope of Work

Part 1: Operations Support

• Oversee compliance with regulatory requirements and best practices, including DOH inspections and audits (working with relevant stakeholders: doctors, nurses, supporting team).
• Manage the maintenance and upkeep of the clinic’s physical facilities and equipment, including cleaning, repairs, and maintenance contracts.
• Manage administrative functions such as scheduling, inventory management, and supply ordering.
• Develop and implement policies and procedures to improve operational efficiency and quality of care.
• Support doctors and staff with their technical needs to ensure smooth functioning of equipment and systems.
• Oversee the cleanliness and organisation of the clinic, including managing the maids and ensuring a welcoming environment for patients and staff.

Part 2: Customer Service Support

• Ensure that all aspects of customer service within the clinic meet or exceed Care1’s standards, including greeting patients, managing wait times, and addressing patient concerns.
• Develop and implement customer service training for clinic staff to improve patient satisfaction and loyalty.
• Monitor patient satisfaction data and develop plans to improve the patient experience.
• Manage patient complaints and concerns, ensuring timely and appropriate resolution.
• Foster a culture of excellence in customer service and patient care throughout the clinic.

Observations

Customer Service

• Before 8:00 AM: Many patients get lost in the building, and there is no staff to guide them. → Assign one staff member from 7:30 AM (not reception or nurses) dedicated only to welcoming, guiding, and caring for patients.
• Peak traffic: The flow often becomes chaotic. One staff member should act as a coordinator to manage, organize, classify, and navigate patients.
• VIP Patients: Identify VIPs or sensitive cases, provide extra care, and resolve issues proactively before they escalate into crises.
• Patient Reviews: Train staff to recognize the right moments to request feedback or reviews.
• Authority + Care: Maintain order while showing care, ensuring patients remain calm and cooperative.
• File Monitoring: Periodically check on waiting patients to ensure no files are missed or cases overlooked (especially during peak times).
• “360° Observation”: Staff should act like a camera — always observing, assessing, and adjusting the situation.
• Professional Conduct: Staff not on duty should avoid crowding busy areas (e.g., reception during peak service hours). Standing around or chatting in front of patients undermines professionalism.

Internal Discipline

• Staff often prefer comfort but need support and structure to stay disciplined.
• Punctuality: Everyone must arrive on time and be fully ready to serve patients by 7:55 AM.
• Personal Items: No food, drinks, or excessive personal belongings should be brought into clinical areas.
• Dress Code: Doctors, nurses, and all staff must maintain a neat, professional appearance — reminders should be continuous.
• Leave & Attendance: Taking leave without notice or discipline disrupts operations and can quickly become a disaster if not managed.

Machinery, Equipment & Maintenance

• Continuous cleaning and maintenance of clinic rooms, machinery, and equipment must be ensured at all times.

How to Apply

Send your CV and portfolio to hr@vietnammedicalpractice.com.