# Patient Experience Manager - Everhope Oncology

**Company:** [2070Health](http://jobs.workable.com/companies/uKzL69ePFf1Gu7nVvi5kdz.md)
**Location:** Gurugram, India
**Workplace:** on site
**Department:** Portfolio Companies

[Apply for this job](http://jobs.workable.com/view/9bef0b1f-17d7-48dd-a827-3c17590ffa8d)

## Description

**About 2070 Health**

W Health has set up India’s first healthcare focused Venture Studio called [2070 Health](https://2070health.com/) - 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](https://www.joinelevatenow.com/), [Nivaan Care](https://www.nivaancare.com/), [Reveal Healthtech](https://revealhealthtech.com/) and [BabyMD](https://babymd.in/).

**About Everhope Oncology** 

[Everhope Oncology](https://www.cnbctv18.com/business/cancer-care-treatment-narayana-health-everhope-oncology-funding-expansion-plans-19579432.htm) 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](https://www.narayanahealth.org/), one of India's leading hospital systems and [W Health Ventures](https://whealthventures.com/), a healthcare venture capital firm, along with [2070Health](https://2070health.com/), 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.