Patient Experience Manager - Everhope Oncology

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 includeElevate Now,Nivaan Care,Reveal Healthtech andBabyMD.

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 Managerfor 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 aseamless patient experience fromadmission 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.
• DevelopSOPs 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).

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.