Patient Experience Coordinator - Sales

The Revenue Associate 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.

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

Education

·       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

·       Excellent negotiation, persuasion, rapport-building, and conflict-resolution skills

Languages Required:

·       English (Fluent)

·       Hindi (Fluent)

·       Marathi (Strong)

·       Gujarati (Highly Preferred – local demographic relevance)