Operations Nurse at Dokitami – Lagos

Dokitami is recruiting a full-time Operations Nurse in Lagos to coordinate customer orders, dispatch, client follow-up, healthcare escalations and operational reporting. The role reports to the Head of Operations and follows a Monday-to-Saturday schedule.

Department: Operations

Reports To: Head of Operations

Work Schedule: Monday–Saturday

Role Overview

• We are seeking a detail-oriented and proactive Operations Nurse to support our daily operations, coordinate order fulfilment, manage client follow-ups, and ensure a high standard of customer experience.
• The Operations Nurse will support the Head of Operations in executing daily operational activities.
• This role combines nursing knowledge with strong administrative, coordination, and problem-solving skills to ensure that customer orders are processed accurately, deliveries are completed successfully, client progress is followed up appropriately, and operational records remain accurate.
• This is an operations-focused role that requires clinical understanding alongside strong execution, organisation, and customer service skills.

Key Responsibilities

Order Processing and Fulfilment:

• Review incoming orders and verify customer details, products, quantities, delivery addresses, and payment status where applicable.
• Ensure orders are accurately documented and prepared for fulfilment.
• Verify products, quantities, packaging, labels, and delivery details before dispatch.
• Maintain accurate order statuses and fulfilment records.

Shipping and Delivery Coordination:

• Coordinate dispatch with riders and logistics providers.
• Track orders from dispatch through successful delivery.
• Follow up on delayed, failed, or incomplete deliveries and ensure issues are resolved.
• Communicate delivery updates to customers and escalate significant delays.

Client Follow-Up and Customer Experience:

• Contact customers after delivery to confirm receipt and provide appropriate support.
• Follow up on clients’ programme progress, product usage, general experience, and additional support needs.
• Maintain professional, timely, and helpful communication with customers.
• Document customer feedback, concerns, follow-up actions, and outstanding issues.

Clinical Support and Escalation:

• Apply nursing knowledge to support client follow-ups within authorised professional scope.
• Identify concerns requiring medical review and escalate them to the appropriate doctor or medical team.
• Support nurse-visit coordination, including appointment scheduling, assigned nurse confirmation, and visit-report follow-up.
• Avoid unauthorised treatment changes, prescribing decisions, or clinical advice outside the approved scope.

Inventory and Operational Administration

• Assist with stock counts, inventory records, stock movement tracking, and reconciliation.
• Identify low stock, discrepancies, and fulfilment issues and report them promptly.
• Update operational dashboards, customer records, and internal documentation.
• Support routine operational reporting, administrative tasks, and cross-departmental coordination.

Problem-Solving and Reporting:

• Investigate operational issues, identify causes, recommend solutions, and follow through to resolution.
• Provide daily operational updates on orders, deliveries, client follow-ups, stock concerns, escalations, and pending tasks as required.
• Collaborate with the Sales and Communication, Medical, Finance, and other relevant teams to resolve issues.
• Maintain confidentiality of customer, medical, payment, and company information.

Key Performance Expectations

Performance will be assessed based on:

• Accuracy and timeliness of order processing.
• Successful shipping and delivery coordination.
• Consistency and quality of client follow-up.
• Accuracy of records and operational reporting.
• Responsiveness and effectiveness in resolving issues.
• Inventory accuracy and fulfilment control.
• Professional communication and customer experience.
• Clinical judgement, reliability, accountability, and ownership.

Requirements and Qualifications

• A recognized nursing qualification and valid professional registration/licence, as applicable.
• Previous experience in nursing, healthcare operations, patient coordination, customer support, or a related role.
• Strong organisational skills and attention to detail.
• Excellent written and verbal communication skills.
• Good record-keeping, documentation, and administrative skills.
• Strong problem-solving ability and willingness to take ownership of assigned tasks.
• Ability to coordinate multiple activities and meet deadlines in a fast-paced environment.
• Familiarity with digital communication platforms, spreadsheets, dashboards, and operational systems.
• A customer-focused, professional, reliable, and proactive approach to work.