Patient Experience Coordinator

Specialty Surgical Oncology (SSO) is one of India's fastest-growing platforms delivering affordable, high-quality cancer care, headquartered in Mumbai and has raised $2.8 million from W Health Ventures and 2070 Health. 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. Specialty Surgical Oncology Hospital (SSO), has raised $2.8 million from W Health Ventures and 2070 Health.

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.

About 2070Health  
W Health Ventures 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. 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 venture. Companies incubated in the last 24 months include Elevate Now, Nivaan Care, Reveal Healthtech, BabyMD, and Everhope Oncology. 

Location: Ghatkopar and Thane

Department: Revenue

Reports to: HOD

Role Summary

The Revenue Associate 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. Admission & 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

Education

·       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

·       Excellent negotiation, persuasion, rapport-building, and conflict-resolution skills

Languages Required:

·       English (Fluent)

·       Hindi (Fluent)

·       Marathi (Strong)

·       Gujarati (Highly Preferred – local demographic relevance)