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)
What We Do
Cessna Lifeline is a Bengaluru-based pet-care and veterinary-services organization. Its job postings reference a pet store and pharmacy, veterinary pharmacy and billing, business development for pet-care operations, and pet retreat or boarding facilities. The company also recruits IT and human-resources personnel to support its branches, indicating a multi-location operation serving pet owners through veterinary care, pharmacy, retail, and boarding services.
