Patient Experience Manager

About 2070 Health

W Health has set up India's first healthcare focused Venture Studio called 2070 Health - an innovation platform that builds transformative healthcare companies from scratch by discovering disruptive opportunities in whitespaces. Distinct from the accelerator approach, our venture studio is closely involved in idea generation, day-to-day operations, and strategic decisions of growing the new business. Companies incubated in the last 15 months include Elevate Now, Nivaan Care, Reveal Healthtech and BabyMD.

About Everhope Oncology

Everhope Oncology is on a mission to transform cancer care by making high-quality treatment more accessible, patient-friendly, and closer to home. Backed by Narayana Health, one of India's leading hospital systems and W Health Ventures, a healthcare venture capital firm, along with 2070Health, a healthcare-focused venture studio, Everhope has secured $10 million in seed funding to establish a nationwide network of medical and surgical oncology facilities.

Starting in Delhi and Mumbai, Everhope plans to expand to 10 cities over the next three years, bringing expert-led early diagnosis, daycare chemotherapy, and surgical oncology to locations where patients need them most.

India faces a growing cancer burden, with over 150 million people expected to be diagnosed in their lifetime. Everhope is tackling this challenge head-on by creating strategically located centers that eliminate the logistical and emotional barriers to care.

We are hiring a Patient Experience Manager for this venture who will serve as a pivotal liaison between patients, healthcare providers, and administrative teams within our Oncology Day Care Clinic. This role encompasses patient engagement, coordination of care services, promotion of value-added services, and ensuring a seamless patient experience from admission till discharge.

1. Managing the Patient Journey (Entry to Discharge)

- Serve as the primary point of contact for patients and caregivers, ensuring a smooth check-in, consultation, treatment, and discharge process.
- Guide patients through registration, medical documentation, billing, and consultation scheduling to reduce confusion and stress.
- Ensure a well-coordinated patient flow, minimizing wait times and optimizing scheduling.
- Address patient queries, concerns, and grievances promptly and empathetically.
- Maintain a compassionate and reassuring presence, particularly for Oncology patients who may require additional emotional support.

2. Operational Excellence & Quality Improvement

- Monitor waiting times, patient satisfaction scores, and service efficiency, ensuring a premium healthcare experience.
- Develop SOPs for patient onboarding, consultation flow, and discharge procedures to ensure consistency.
- Collaborate with the admin team to optimize appointment scheduling and clinic workflow.
- Patient Coordination: Manage a designated patient cohort, providing consistent support throughout their treatment journey.
- Information Dissemination: Update patients on new offers, benefits, and clinic activities.
- Grievance Resolution: Address and resolve patient inquiries and concerns promptly.

3. Discharge Management & Patient Exit Experience

- Ensure a structured and hassle-free discharge process, coordinating with medical and billing teams.
- Provide clear instructions regarding post-discharge care, medication, and follow-up appointment bookings.
- Verify that patients receive all necessary medical records, prescriptions, and billing details before leaving the clinic.
- Gather immediate patient feedback on their experience and identify areas for service enhancement.
- Documentation Management: Maintain accurate records, including Expected Date of Discharge (EDD) trackers and revenue data.

4. Operational Excellence & Patient Flow

- Communicate treatment packages and services to patients and their families.
- Monitor waiting times, patient satisfaction scores, and service efficiency, ensuring a premium healthcare experience.
- Develop SOPs for patient onboarding, consultation flow, and discharge procedures to ensure consistency.
- Follow up with potential patients to increase admission rates and manage the outpatient-to-inpatient ratio including follow-ups for any necessary next steps.

5. Compliance & Internal Controls:

- Policy Adherence: Uphold integrity by following company policies and information security guidelines.
- Process Compliance: Ensure all activities align with established clinic processes and regulatory requirements.
- Continuous Learning: Participate in ongoing training sessions to stay updated on clinic processes and standard operating procedures (SOPs).

Requirements

Qualifications

· Education: Bachelor's or Master's in Hospital Administration, Healthcare Management, or a related field.

· Experience: 5+ years in hospitality, patient experience, or healthcare administration roles.

· Prior experience in Oncology or premium healthcare services is preferred. Graduate or Post Graduate in healthcare education (Preferred)

· Female candidates preferred for the role as per organizational requirements.

Skills Required:

· Strong communication and interpersonal skills.

· Ability to work in a fast-paced medical environment with empathy and professionalism.

· Experience in patient service management, hospital operations, or front-desk coordination.

· Knowledge of healthcare IT systems, patient management software, and CRM tools.

· Strong problem-solving skills and ability to handle patient grievances with tact and efficiency.

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