IPD Coordinator

Cessna Lifeline Veterinary Hospital; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

Cessna Lifeline Veterinary Hospital in Bengaluru is looking for a dedicated IPD Coordinator to manage admissions, discharge, billing support, and client communication for the IPD department. You will coordinate with clinical staff, transport pets safely between branches, handle phone inquiries, maintain records, and ensure high standards of cleanliness and customer service during visiting hours.

The role requires strong organisational skills and proficiency with digital communications to provide

Qualifications

• Complete admission for each pet following protocols.
• Assist with discharge including final billing, discharge summary, rebooking and handover to OPD vet, client satisfaction and feedback.
• Coordinate pet transfer and logistics between branches with proper IPD record keeping.
• Collaborate with billing for estimates, re-estimates and monitoring outstanding balances; manage discounts and crowdfunding where applicable.
• Coordinate with clinical staff for diagnostics, surgery, specialised consults, grooming, physiotherapy and reception needs.
• Handle all phone calls as first point of contact and provide solutions via IPD team using videos, WhatsApp, email, or audio recordings.
• Manage IPD traffic during visiting hours and address pet parent questions.
• Daily planning for better coordination between staff, clients and branches.
• Maintain IPD flow records, client/staff coordination, admissions/discharges and monthly referral data.
• Ensure cleanliness of the department at regular intervals.
• Provide excellent customer service and handle escalations at first level.

Responsibilities

• This role entails complete communication, patient care, admissions and discharge of the hospital.
• The staff will report to the HOD of the IPD.
• Responsible for a seamless discharge process including final billing and handover.
• Coordinate with billing for estimates and monitoring outstanding balances.
• Coordinate diagnostic and clinical appointments and related requirements.

Job description

This job role entails complete communication, patient care, admissions and discharge of the hospital. The staff will report to the HOD of the IPD.

• 1. 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.
• 2. 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.
• 3. 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.
• 4. 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).
• 5. Coordinating with clinical area staff for appointments on diagnostics, surgery, specialised consults, grooming, physiotherapy, reception for any appointment/ requirements etc.
• 6. 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.
• 7. Manage the traffic to IPD during the visiting hours. This person will be attending the needs/ questions of pet parents during the visiting hours.
• 8. Daily planning and executing the plans for a better coordination between the staff, client and other branches.
• 9. 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.
• 10. Ensuring cleanliness of the department at regular intervals
• 11. Providing excellent customer service and handles escalations (first level)