Dokitami is a healthcare company focused on making quality, personalised healthcare more accessible and convenient across Nigeria. We connect patients with trusted healthcare professionals and services through a technology-enabled care experience.
We are building a patient-centred healthcare experience that combines convenience, professional care, and accessibility.
We are recruiting to fill the position below: Job Title: Operations Nurse Location: Lagos Employment Type: Full-time 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.
Salary N350,000 monthly, subject to applicable deductions where required.