Clinical Operations Manager

About Genotype Health

Genotype Health is a profit-for-purpose genetic testing and counselling company serving the Asia-Pacific region, with operations across Indonesia and Australia. We make high-quality genetic screening and diagnostic services accessible, supported by qualified clinical staff and a growing technology platform. Our Indonesia team is central to delivering a smooth, caring experience for customers across both markets.

Role Overview

We are looking for an experienced Registered Nurse to join our Tangerang office in a hybrid clinical–operations role. This is not a bedside nursing position. Instead, you will sit at the intersection of patient care, customer service, and laboratory partnerships — coordinating test orders, supporting customers across Indonesia and Australia, handling escalations from our digital channels, and delivering a premium experience to VIP clients in Jakarta.

The ideal candidate combines solid clinical judgement with strong organisational skills, comfort using digital systems, and a genuinely caring, service-oriented manner across two languages and two markets.

Key Responsibilities

Laboratory order management

•     Accurately enter customer test orders into our lab partners' Laboratory Information Management System (LIMS/LMIS).

•     Verify order details, sample requirements, and customer information before submission to minimise errors and turnaround delays.

•     Track orders through to result delivery and follow up on any discrepancies with lab partners.

Customer service (Indonesia & Australia)

•     Serve as a knowledgeable, empathetic point of contact for customers across both markets via phone, email, and chat.

•     Answer questions about the testing process, sample collection, timelines, and next steps in clear, accessible language.

•     Maintain accurate records of customer interactions and ensure timely follow-up.

Clinical triage and escalations

•     Review customers who have been escalated from our automated digital assistant when conversations reach defined guardrails requiring a human.

•     Assess each case and triage appropriately — resolving routine queries directly, and escalating clinical or complex matters to a genetic counsellor or clinician as needed.

•     Recognise situations requiring urgent clinical attention and route them according to internal protocols.

VIP services (Jakarta)

•     Deliver a concierge-level experience for VIP customers in Jakarta, including coordination of appointments, sample collection logistics, and personalised follow-up.

•     Liaise with our Jakarta-based concierge partner and act as the customer's trusted point of contact throughout their journey.

Administration and logistics

•     Coordinate sample collection, courier logistics, and kit dispatch to ensure smooth end-to-end fulfilment.

•     Maintain accurate documentation in line with privacy, data protection, and quality requirements.

•     Support general office and operational tasks as the Indonesia team grows.

Required Qualifications

•     Current Indonesian nursing registration (STR — Surat Tanda Registrasi), in good standing.

•     Bachelor of Nursing or equivalent.

•     Minimum 3–5 years of nursing or clinical experience.

•     Fluent in English and Bahasa Indonesia (written and spoken) — essential for serving customers across both Australia and Indonesia.

•     Based in or able to commute reliably to our Tangerang office (on-site role).

•     Strong computer literacy and comfort learning new digital platforms and systems.

•     Excellent interpersonal, written, and verbal communication skills.

•     High attention to detail and strong organisational ability.

Desirable

•     Exposure to genetics, genomics, or laboratory services.

•     Prior experience with LIMS/LMIS or other clinical information systems.

•     Customer service, telehealth, or patient-coordination experience.

•     Experience supporting premium or VIP clientele.

•     Willingness to occasionally travel within greater Jakarta for VIP coordination.

What We Offer

•     A meaningful role with a profit-for-purpose company improving access to genetic healthcare.

•     Exposure to a fast-growing, cross-border health technology business.

•     Professional development in genetics and digital health.