Patient Experience Coordinator

Job description

Description

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 Everhope Oncology

 Everhope Oncology  is on a mission to transform cancer care by making high-quality treatment more accessible, patient-friendly, and closer to home.  Backed by   Narayana Health , one of India's leading hospital systems and  W Health Ventures , a healthcare venture capital firm, along with  2070Health , a healthcare-focused venture studio, Everhope has secured  $10 million in seed funding  to establish a nationwide network of medical and surgical oncology facilities.

Starting in Delhi and Mumbai,  Everhope plans to expand to 10 cities over the next three years, bringing expert-led early diagnosis, daycare chemotherapy, and surgical oncology to locations where patients need them most.

India faces a growing cancer burden, with over 150 million people expected to be diagnosed in their lifetime. Everhope is tackling this challenge head-on by creating strategically located centers that eliminate the logistical and emotional barriers to care.



We are hiring a Patient Experience Manager for this venture who will serve as a pivotal liaison between patients, healthcare providers, and administrative teams within our Oncology Day Care Clinic. This role encompasses patient engagement, coordination of care services, promotion of value-added services, and ensuring a seamless patient experience from admission till discharge.

1.      Managing the Patient Journey (Entry to Discharge) - Serve as the primary point of contact for patients and caregivers, ensuring a smooth check-in, consultation, treatment, and discharge process. - Guide patients through registration, medical documentation, billing, and consultation scheduling to reduce confusion and stress. - Ensure a well-coordinated patient flow, minimizing wait times and optimizing scheduling. - Address patient queries, concerns, and grievances promptly and empathetically. - Maintain a compassionate and reassuring presence, particularly for Oncology patients who may require additional emotional support.

2.      Operational Excellence & Quality Improvement - Monitor waiting times, patient satisfaction scores, and service efficiency, ensuring a premium healthcare experience. - Develop SOPs for patient onboarding, consultation flow, and discharge procedures to ensure consistency. - Collaborate with the admin team to optimize appointment scheduling and clinic workflow. - Patient Coordination: Manage a designated patient cohort, providing consistent support throughout their treatment journey. - Information Dissemination: Update patients on new offers, benefits, and clinic activities. - Grievance Resolution: Address and resolve patient inquiries and concerns promptly.

3.      Discharge Management & Patient Exit Experience - Ensure a structured and hassle-free discharge process, coordinating with medical and billing teams. - Provide clear instructions regarding post-discharge care, medication, and follow-up appointment bookings. - Verify that patients receive all necessary medical records, prescriptions, and billing details before leaving the clinic. - Gather immediate patient feedback on their experience and identify areas for service enhancement. - Documentation Management: Maintain accurate records, including Expected Date of Discharge (EDD) trackers and revenue data.

4.      Operational Excellence & Patient Flow - Communicate treatment packages and services to patients and their families. - Monitor waiting times, patient satisfaction scores, and service efficiency, ensuring a premium healthcare experience. - Develop SOPs for patient onboarding, consultation flow, and discharge procedures to ensure consistency. - Follow up with potential patients to increase admission rates and manage the outpatient-to-inpatient ratio including follow-ups for any necessary next steps.



5.      Compliance & Internal Controls: - Policy Adherence: Uphold integrity by following company policies and information security guidelines. - Process Compliance: Ensure all activities align with established clinic processes and regulatory requirements. - Continuous Learning: Participate in ongoing training sessions to stay updated on clinic processes and standard operating procedures (SOPs).

Requirements

Qualifications

·        Education: Bachelor’s or Master’s in Hospital Administration, Healthcare Management, or a related field.

·        Experience: 5+ years in hospitality, patient experience, or healthcare administration roles.

·        Prior experience in Oncology or premium healthcare services is preferred. Graduate or Post Graduate in healthcare education (Preferred)

·        Female candidates preferred  for the role as per organizational requirements.

Skills Required:

·       Strong communication and interpersonal skills.

·       Ability to work in a fast-paced medical environment with empathy and professionalism.

·       Experience in patient service management, hospital operations, or front-desk coordination.

·       Knowledge of healthcare IT systems, patient management software, and CRM tools.

·       Strong problem-solving skills and ability to handle patient grievances with tact and efficiency.

Benefits