Branch Operation Coordinator

Operations Support – Hỗ trợ Vận hành

 Oversee, support daily operations to ensure smooth functioning.

 Coordinate with Diag Branch Operations team to develop and increase operational efficiency.

 Planning operations, scheduling, and organizing internal events.

 Develop, update, and maintain internal SOPs and standards.

 Monitor and support adherence to operational SOPs, service timelines, and internal protocols.

 Conduct routine audits to ensure the Branches are functional, well-maintained and displayed in accordance with company regulations.

 Identify operational bottlenecks and implement improvement initiatives across branches.

 Coordinate with Head nurse to maintain service quality and process standardization.

Facility and Consumables Management

 Ensure all branches maintain basic facility standards (cleanliness, functionality, safety).

 Manage inventory and usage of consumables, including regular tracking and forecasting needs.

 Ensure optimal use of resources within approved budget limits.

 Coordinate Procurement, Construction & Maintenance and related department for equipment, supplies, and repairs.

 Review and propose repairs and renovations at branches to ensure functional adequacy and improve the overall customer experience.

Customer Experience Complaint Resolution

 Monitor customer journey touchpoints and ensure a consistent, positive experience across all branches.

 Collect and analyze Net Promoter Score (NPS) and customer feedback to identify pain points and propose improvement.

 Implement proactive measures to enhance satisfaction and reduce recurring issues.

 Root cause analysis and coordinate timely resolution of complaints.

Phân tích nguyên nhân gốc rễ và phối hợp xử lý kịp thời các phản ánh.

Vendor and Cross-Functional Coordination – Phối hợp với các Phòng ban và Nhà cung cấp

 Facilitate smooth communication flow between branch staff and back-office support teams to resolve operational issues promptly.

 Coordinate with internal departments (laboratory, medical, sales & marketing, technology, and QA) to ensure smooth operations and consistent quality standards across the entire system.

 Work with partners and suppliers to ensure the timely and accurate implementation of products and services.

 Evaluate vendor performance regularly based on SLAs, service feedback, and cost efficiency, recommend renewals or changes where needed.

Service Development and Operations Enhancement Projects– Các dự án Phát triển dịch vụ & Nâng cao hiệu quả vận hành.

 Take part in business development projects aimed at expanding services, increasing revenue, or improving operational efficiency at the branch level.

 Collaborate with relevant departments to roll out new service packages, campaigns, or promotional programs at branches. .

 Provide operational data, field analysis, and branch feedback to support the design of practical and feasible strategies.

 Monitor project performance post-implementation and propose improvements for subsequent phases.

Training and Development – Đào tạo và phát triển

 Onboard new staff by introducing the department's processes, policies, and rules, and monitor the training program for new administrative staff.

 Design a customer service training program for new staff and supplementary courses for low-performing teams.

 Implement and monitor 1:1 direct coaching between the head nurse and staff, including simulated training on handling difficult cases (children, elderly, re-sampling, customers with complaints, etc.)

 Coordinate with internal doctors and the company internal training department to improve medical knowledge and customer service skills.

 Participate in personnel development activities as needed.

Tham gia vào các hoạt động phát triển nhân sự theo nhu cầu.

 Other tasks assigned by line manager.

Các công việc khác được phân công bởi quản lý trực tiếp.

​ Possessing a bachelor’s degree in economics, Management, Healthcare or a related field preferred. 

Uư tiên bằng Cử nhân chuyên ngành Kinh tế, Quản trị, Y tế hoặc các ngành liên quan. 

 Experience in multi-location operations or working in industries such as healthcare, retail, or service-based businesses.

Có kinh nghiệm làm việc trong môi trường đa chi nhánh hoặc các ngành như y tế, bán lẻ, hoặc dịch vụ.

 Strong organizational and coordination skills with the ability to manage multiple branches and workstreams simultaneously.

Kỹ năng tổ chức và điều phối tốt: có khả năng theo dõi nhiều đầu việc cùng lúc tại hệ thống nhiều chi nhánh.

 Experience in cross-functional collaboration, complaint handling, process improvement, or project coordination is a strong advantage.

Có kinh nghiệm làm việc liên phòng ban, xử lý khiếu nại, cải tiến quy trình hoặc vận hành dự án là một lợi thế lớn.

 Excellent communication skills, able to work effectively with frontline teams, mid-level managers, and senior leadership.

Kỹ năng giao tiếp rõ ràng, chuyên nghiệp và có khả năng làm việc hiệu quả với nhiều cấp bậc (nhân viên, trưởng nhóm, quản lý cấp cao).

 Ability to coach, train, and develop staff for performance and service excellence.

Có khả năng xây dựng, đào tạo và phát triển đội nhóm.

 Open to learning, adapting, and contributing to long-term organizational growth.

Sẵn sàng học hỏi, thay đổi và đóng góp cho mục tiêu phát triển dài hạn của công ty.

 Strong Microsoft office skills.

Kỹ năng sử dụng Tin học văn phòng tốt.

 Honest, reliable, and responsible, with a proactive approach to task management.

Trung thực, đáng tin cậy, có tinh thần trách nhiệm và chủ động trong quản lý công việc.

 Medical knowledge is a plus, verbal English and communication

Kiến thức về y tế là một lợi thế, có khả năng giao tiếp bằng tiếng Anh.