Sales and Patient Experience Counsellor

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 SSO Hospital

Specialty Surgical Oncology (SSO) is one of India's leading cancer surgery networks, founded by Dr. Sanket Mehta, a pioneer in advanced onco-surgical techniques. The group brings together top specialists across breast, gastrointestinal, uro-oncology, gynec-oncology, thoracic, head & neck, and robotic surgery, delivering world-class outcomes at accessible costs. Backed by 2070 Health (Everhope), SSO operates a growing network of centres across Mumbai, Ahmedabad, Nagpur, Belgaum, and other cities, focused on building India's first organ-specific chain of cancer excellence centres. The team blends deep clinical expertise with technology, patient empathy, and operational excellence to make high-quality cancer care available to every patient.

Role Summary

The Sales & Patient Experience Counsellor (SPEC Team) plays a mission-critical, dual-focused role. The primary responsibility is to convert clinically recommended admissions/surgeries into confirmed inpatient (IPD) cases and support the hospital's revenue mandate. Equally important is to ensure that every patient and attendant experiences a compassionate, seamless, and professional journey from the first counselling interaction to discharge. This role acts as the bridge between clinical intent and patient decision-making, combining strong sales competency with deep empathy and operational coordination.

Key Responsibilities

A. Sales & Conversion Responsibilities (Revenue Mandate)

• OPD-to-IPD Conversion: Engage with every patient receiving an admission or surgery recommendation and secure immediate financial closure/commitment.
• Financial Counselling: Present Provisional Estimates clearly and empathetically—explaining inclusions, exclusions, expected expenses, and SSO's value proposition.
• TPA/Insurance Coordination: Parallelly initiate financial clearance with the TPA/Insurance Desk while counselling the patient to reduce admission delays.
• Objection Handling: Address concerns on cost, necessity of treatment, and second opinions by actively coordinating with Consultant Assistants.
• Data Capture: Accurately update all interactions, conversion status, objections, and decision reasons in CRM/assigned sheets.
• Google Review Collection: Encourage and assist patients in sharing reviews; gather feedback as part of internal experience metrics.

B. Patient Experience & Service Delivery (End-to-End Journey)

• Admission Coordination: Ensure smooth onboarding and meet target Admission TAT by collaborating with billing, nursing, and floor teams.
• In-Stay Patient Support: Act as the Single Point of Contact (SPOC) for all non-clinical requirements. Conduct twice-daily rounds with Floor Managers to proactively identify issues in food, housekeeping, communication, or delays.
• Surgery Coordination: Educate and guide patients regarding pre-operative requirements, consent, timelines, and expectations— along with Nursing.
• Discharge Management: Coordinate with billing, pharmacy, and nursing to achieve target Discharge TAT.
• Post-Discharge Follow-Up: Conduct mandatory follow-up within 48 hours for comfort check, compliance, and satisfaction.
• Review / Feedback Collection: Assist in collecting Google reviews and internal feedback in collaboration with Floor Managers on the day prior to discharge.

Requirements

Qualifications

• Bachelor's degree in any field
• Preferred: Hospitality, Hospital Administration, or related disciplines

Experience

• Minimum 3+ years in Sales, Patient Relations, Counselling, or Customer Service
• Experience in hospitals/diagnostics/healthcare settings is strongly preferred

Core Skills

• Strong ability to deliver sales targets and confidently conduct financial discussions
• High Emotional Intelligence (EQ) and empathy—particularly crucial for oncology patients
• Proficiency in HIS/EMR systems and MS Office
• Languages Required: o English (Fluent) o Hindi (Fluent) o Marathi (Strong) o Gujarati (Highly Preferred – local demographic relevance)
• Excellent negotiation, persuasion, rapport-building, and conflict-resolution skills