2070Health

Healthcare venture studio building patient-centric startups

Sales and Patient Experience Counsellor

Account ExecutiveConfirmed live in the last 24 hours

Full-timeMumbai, Maharashtra, IndiaNo salary listed

About the Job

Requirements

A bachelor's degree in any field is required.
A minimum of 3 years of experience in sales, patient relations, counselling, or customer service is required.
Proficiency in hospital information systems or electronic medical record systems and Microsoft Office is required.
Fluent English and Hindi and strong Marathi language skills are required.
The role requires the ability to deliver sales targets and conduct financial discussions.
The role requires emotional intelligence and empathy, particularly when working with oncology patients.
The role requires negotiation, persuasion, rapport-building, and conflict-resolution skills.

Responsibilities

Engage with every patient receiving an admission or surgery recommendation and secure an immediate financial commitment.
Present provisional estimates clearly and empathetically, explaining inclusions, exclusions, expected expenses, and the hospital's value proposition.
Initiate financial clearance with the third-party administrator or insurance desk while counselling patients to reduce admission delays.
Address concerns about cost, treatment necessity, and second opinions by coordinating with consultant assistants.
Accurately update interactions, conversion status, objections, and decision reasons in the customer relationship management system or assigned sheets.
Encourage and assist patients in sharing Google reviews and gather feedback for internal experience metrics.
Coordinate with billing, nursing, and floor teams to support smooth admissions and meet admission turnaround-time targets.
Serve as the single point of contact for patients' non-clinical requirements during their stay.
Conduct twice-daily rounds with floor managers to identify issues with food, housekeeping, communication, or delays.
Educate and guide patients, together with nursing staff, about pre-operative requirements, consent, timelines, and expectations.
Coordinate with billing, pharmacy, and nursing to meet discharge turnaround-time targets.
Conduct a mandatory follow-up within 48 hours after discharge to check comfort, compliance, and satisfaction.
Assist floor managers in collecting Google reviews and internal feedback on the day before discharge.

Desired Qualifications

Experience in hospitals, diagnostics, or healthcare settings is strongly preferred.
A background in hospitality, hospital administration, or a related discipline is preferred.

Sales and Patient Experience Counsellor - Hiring for our Portfolio Company

2070Health · Mumbai, India · Full-time · Posted 2025-11-18

Workplace: on_site

Department: SSO Hospital

Description

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

Apply

Apply at 2070Health

About the Company

2070Health

Healthcare venture studio building patient-centric startups

2070 Health is a venture studio in India that identifies gaps in care and builds patient-centric healthcare companies from the ground up. It validates unmet needs through research and conversations with doctors and patients, then pairs validated ideas with founders and provides seed capital, a ready tech stack, clinical input, marketing, and go-to-market support to launch and scale portfolio ventures. The company differentiates itself by combining a hands-on venture-building model with deep healthcare domain knowledge, offering end-to-end support from idea validation to market launch and ongoing operations, backed by experienced leaders and W Health Ventures. Its goal is to launch 12-15 health ventures over five years, retain ownership stakes, and seek exits (strategic sales or IPOs) within five to seven years while expanding patient care and B2B health solutions for India and global partners.

Company size: 51-200
Company stage: Seed
Total funding: $30M
Headquarters: Mumbai, India
Founded: 2023

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