Patient Experience Coordinator - Sales

About the role

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. 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)

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