Healthcare Advocate

Job Title: Patient Experience Manager

 

About Our Oncology Day Care Clinic

Our clinic is dedicated to transforming cancer care by making high-quality treatment more accessible, patient-friendly, and closer to home. We are committed to creating a nationwide network of medical and surgical oncology facilities that eliminate the logistical and emotional barriers to care.
  India faces a growing cancer burden, with over 150 million people expected to be diagnosed in their lifetime. We are tackling this challenge head-on by creating strategically located centers that bring expert-led early diagnosis, daycare chemotherapy, and surgical oncology to locations where patients need them most.

Key Responsibilities:

• Manage 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.
• 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.
• 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.
• 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.
• 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.

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.

Benefits:

We offer a competitive salary package along with opportunities for professional growth and development. As a valued member of our team, you will have access to ongoing training sessions, mentorship programs, and career advancement opportunities.

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