Patient Experience Coordinator - Sales

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.

Requirements

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.

I n-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)