IPD Coordinator

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Job Summary


Responsibilities

• Responsible for a complete admission for each pet following the protocols to 100% during day and the night. This includes identifying any gaps in the existing process and fixing it through the monthly meetings.
• Responsible for a seamless process under the discharge and will be assisting with the final billing, discharge summary, rebooking, handing over case to the OPD vet, client satisfaction and feedback, seeing the eligibility of a story and working for that, organising the discharge of pet till the vehicle/arranging the safe transport.
• Coordination of pet transfer and its logistics from one branch to another branch. Ensure that the IPD is following proper record keeping and handing over at the time of discharge and readmission.
• Working closely with the billing department; setting the process of estimate/re-estimate, billing, checking outstanding on daily basis, zero down the outstanding amount (crowdfunding, streamline discount, early discharge, HDFC tools).
• Coordinating with clinical area staff for appointments on diagnostics, surgery, specialised consults, grooming, physiotherapy, reception for any appointment/ requirements etc.
• The coordinator will be responsible for all the phone calls- attending the in-bound calls, coordinating the home page calls. This person will act as a first point of contact and will provide solution/the response through IPD team using technology such as videos, whatsapp, email, audio recordings etc.
• Manage the traffic to IPD during the visiting hours. This person will be attending the needs/ questions of pet parents during the visiting hours.
• Daily planning and executing the plans for a better coordination between the staff, client and other branches.
• Proper record keeping on the IPD flow and cases/ IPD data sheet, client coordination, staff coordination, admission and discharge, client satisfaction and referral monthly data preparation. This will be ready at the start of every month and will be used for the trade meeting.
• Ensuring cleanliness of the department at regular intervals
• Providing excellent customer service and handles escalations (first level)

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