Patient Experience Head- Hiring for SSO Hospital

2 weeks ago

Mumbai, Maharashtra, India xponentiate Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About SSO

Specialty Surgical Oncology (SSO) is one of India's fastest-growing platforms delivering affordable, high-quality cancer care, headquartered in Mumbai. Founded and led by a distinguished team of oncologists and healthcare experts, SSO is redefining surgical oncology through deep clinical expertise, doctor-led leadership, and scalable, patient-centric models.

With a strong presence across Mumbai (Ghatkopar, Thane, Andheri, and upcoming centers in South Mumbai and Ahmedabad) and Tier 2 cities like Nagpur and Belgaum.

Its founding team brings 10,000+ surgeries of collective experience from premier institutions like Tata Memorial, Saifee, and Breach Candy. As we expand, SSO offers an extraordinary opportunity for like-minded professionals to join a mission-driven organization shaping the future of oncology in India — grounded in excellence, empathy, and innovation.

Role

We're looking for a warm, empathetic, and operations-driven Head of Patient Experience to lead and elevate the care journey across all SSO centres. This role will be instrumental in shaping the emotional and service touchpoints for patients and caregivers, ensuring every interaction builds trust, comfort, and connection.

Key responsibilities:

Lead the end-to-end patient experience across all SSO centres

Train and manage a team of Patient Experience Executives (2 per centre)

Ensure patient comfort, transparency, and trust across all touchpoints: OPD, waiting area, counselling, discharge

Support OPD-to-IPD conversion by guiding patients with empathy and clarity

Design SOPs for handholding attenders and caregivers throughout their hospital journey

Align centre teams on hospitality standards: response time, empathy, communication

Drive patient satisfaction metrics (NPS, review scores, repeat patient rate)

Requirements

6-10 years of experience in hospitality, healthcare services, or luxury service delivery

Prior team management experience is mandatory

Strong emotional intelligence, communication, and problem-solving skills

Only female candidates are preferred

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