Sales and Patient Experience Counsellor - Hiring for our Portfolio Company

About SSO Hospital

Specialty Surgical Oncology (SSO) is one of India’s leading cancer surgery networks, founded by Dr. Sanket Mehta, a pioneer in advanced onco-surgical techniques. The group brings together top specialists across breast, gastrointestinal, uro-oncology, gynec-oncology, thoracic, head & neck, and robotic surgery, delivering world-class outcomes at accessible costs. Backed by 2070 Health (Everhope), SSO operates a growing network of centres across Mumbai, Ahmedabad, Nagpur, Belgaum, and other cities, focused on building India’s first organ-specific chain of cancer excellence centres. The team blends deep clinical expertise with technology, patient empathy, and operational excellence to make high-quality cancer care available to every patient.

Role Summary

The Sales & Patient Experience Counsellor (SPEC Team) 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. Patient Experience & Service Delivery (End-to-End Journey)

• Admission Coordination: Ensure smooth onboarding and meet target Admission TAT by collaborating with billing, nursing, and floor teams.
• In-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

Qualifications

• 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
• Languages Required: o English (Fluent) o Hindi (Fluent) o Marathi (Strong) o Gujarati (Highly Preferred – local demographic relevance)
• Excellent negotiation, persuasion, rapport-building, and conflict-resolution skills