Coordinator- IP

Role & responsibilities

Ensure effective and efficient service interaction with customers, patients, colleagues.

- Handle general enquiries and requests, explain procedures when required; make new and follow-up appointments.

- MIS : Daily rounds Report, Daily discharge report - to be updated on time and accurately.

- Offer suggestions for service quality and process improvements, cost saving based on real time operational experience.

At admission: TAT of admission and room allocation - 15 min

- Coordinate daily admissions: ensure bed allocation and room readiness.

- Check room amenities to ensure room has items as per standard.

- Supervise completion of admission formalities, ensure customer is comfortable.

- Within 30 minutes of patient admission, to personally meet, introduce themselves, share contact numbers and conduct room orientation.

- For Emergency admission directly to LDR, patient attenders to be met by In-charge, introduce and advised regarding room, contact numbers and relevant information.

During stay:

- Take daily rounds; converse with customer, check for any assistance that can be provided.

- Attend to queries from patients, quickly inform the concerned dept and track till completion.

- Reconfirm with customer that requirement has been fulfilled satisfactorily.

IP CX I-C to be aware of all requests and complaints.

Guided by this escalation matrix

w within 15 min IP CX I-C to meet the customer.

w IP CX I-C will inform concerned dept and within next 15 min that dept must resolve issue.

w If not resolved, IP CX I-C will inform Ops Head who has 30 min to resolve it.

w If still not resolved, FD to be informed.

- Coordinates birth related activities - cake cutting, gifting, photo session.

- Coordinate Birth registration

- Coordinates allied services hearing test, lactation, physiotherapy.

- Coordinates IP patient shifting for tests -outside/in-house, assist with mobilization , arrangement of transport, arrangement of blood, coordination of outside test report collection.

At Discharge:

- Coordinates to ensure Discharge TAT- 1.5 hour for cash & 4 6 hours for insurance.

- On payment, ensure patient has all documents and expedite departure; room to be immediately turned around for next admission [ critical for cost management].

Ensure all SOP’s are adhered to and we provide care like no other

- Ensure effective and efficient service interaction with customers, patients, colleagues.

- Handle general enquiries and requests, explain procedures when required; make new and follow-up appointments.

- MIS : Daily rounds Report, Daily discharge report - to be updated on time and accurately.

- Offer suggestions for service quality and process improvements, cost saving based on real time operational experience.

At admission: TAT of admission and room allocation - 15 min

- Coordinate daily admissions: ensure bed allocation and room readiness.

- Check room amenities to ensure room has items as per standard.

- Supervise completion of admission formalities, ensure customer is comfortable.

- Within 30 minutes of patient admission, to personally meet, introduce themselves, share contact numbers and conduct room orientation.

- For Emergency admission directly to LDR, patient attenders to be met by In-charge, introduce and advised regarding room, contact numbers and relevant information.

During stay:

- Take daily rounds; converse with customer, check for any assistance that can be provided.

- Attend to queries from patients, quickly inform the concerned dept and track till completion.

- Reconfirm with customer that requirement has been fulfilled satisfactorily.

IP CX I-C to be aware of all requests and complaints.

Guided by this escalation matrix –

w within 15 min IP CX I-C to meet the customer.

w IP CX I-C will inform concerned dept and within next 15 min that dept must resolve issue.

w If not resolved, IP CX I-C will inform Ops Head who has 30 min to resolve it.

w If still not resolved, FD to be informed.

- Coordinates birth related activities - cake cutting, gifting, photo session.

- Coordinate Birth registration

- Coordinates allied services – hearing test, lactation, physiotherapy.

- Coordinates IP patient shifting for tests -outside/in-house, assist with mobilization , arrangement of transport, arrangement of blood, coordination of outside test report collection.

At Discharge:

- Coordinates to ensure Discharge TAT- 1.5 hour for cash & 4 – 6 hours for insurance.

- On payment, ensure patient has all documents and expedite departure; room to be immediately turned around for next admission [ critical for cost management].

- Once room is ready, update system to release bed for new admission.

- Maintains documentation and reports.

- Converts patient for related services - health check, vaccination package.

- Responsible for customer feedback collection : 100% IP feedback, 95% NPS to be achieved, 40% Google reviews, monthly 1 to 3 video testimonials, 4-8 written testimonials.

- To report list of pending discharge summary due ops reasons, will coordinate till it reaches customer

- In case referral doctor consultation advised, IP CX I-C will schedule the visit and ensure charges raised.

Ä Consultant Relationship:

- Has a good relationship with senior and junior consultants and works well with them.

Ä Responsible for Outstanding Service Experience Delivery:

- Ensures personal grooming as per standard; maintain discipline and decorum.

- Responsible for implementation of the Service Vision – ensures IP team delivers care like no other.

- Manages the Ward services, coordinating with support service departments to ensure customers are comfortable and services are as per standard.

- LUA to be conducted as per standard.

Ä Team Management:

- Develops and maintains excellent rapport with the Nursing & Billing Team.

- Creates and maintains cordial relationship within the unit and with other departments.

Preferred candidate profile

Good Interpersonal Skills

- Empathic, communicating effectively ,connects well with all stakeholders

- Fluency in English and Regional language

- Logical thinker, makes decisions smartly and quickly.

- Understands customers and enjoys assisting them

- Ability to influence and highly motivated to fulfil the Service expectations

- Eye for detail; accurate and thorough in follow up and completion of tasks

- Team player; dependable; patient

- Works well under pressure, maintains calm; seeks to resolve situations gracefully

Perks and benefits

As per company standards