Patient Experience Manager - Everhope Oncology

Job description

# Patient Experience Manager - Everhope Oncology > 2070Health · Gurugram, India · — · Posted 2026-02-02 **Workplace:** on_site **Department:** Portfolio Companies ## 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. ## Apply [Apply at 2070Health](https://apply.workable.com/2070health/j/6E7739C4FA/apply) --- Powered by [Workable](https://www.workable.com)