Key Responsibilities:

- Build and lead a centralised patient engagement for inbound enquiries, outbound follow-ups, digital leads, and missed enquiries.

- Establish conversation frameworks, call scripts, counselling protocols, lead qualification criteria, and follow-up journeys for cancer patients and caregivers.

- Ensure every conversation reflects empathy, clarity, sensitivity, trust, and professionalism.

- Train teams to explain available services, consultation processes, appointments, treatment pathways, documentation, and estimated costs within approved clinical and commercial guidelines.

- Implement call monitoring, quality audits, conversation scoring, coaching, and patient feedback mechanisms.

- Ensure timely follow-up on reports, consultations, treatment recommendations, pending decisions, and missed appointments.

- Build a patient-first culture that avoids aggressive selling, misleading promises, and inappropriate pressure on vulnerable patients.

Revenue Management & Conversion:

- Own the complete patient enquiry-to-revenue funnel, including lead response, qualification, consultation booking, appointment attendance, treatment initiation, and repeat visit adherence.

- Drive conversion through structured follow-ups, patient counselling, appointment coordination, and removal of non-clinical barriers.

- Develop revenue forecasts, daily performance dashboards, funnel analytics, and centre-wise revenue plans.

- Improve lead-to-appointment, appointment-to-consultation, consultation-to-treatment, and treatment-continuity metrics.

- Identify revenue leakage, missed opportunities, cancellations, no-shows, and delays in treatment initiation.

Patient Experience & Care Coordination:

- Create a differentiated patient experience from the first call through diagnosis coordination, treatment, and follow-up.

- Develop standard operating procedures for patient onboarding, caregiver engagement, appointment reminders, escalation handling, and continuity of care.

- Coordinate with oncologists, Patient Care Guides, nursing teams, centre managers, diagnostics, pharmacy, and partner hospitals.

- Establish escalation protocols for clinical concerns, treatment-related questions, complaints, financial difficulties, and patient dissatisfaction.

- Measure patient satisfaction, feedback, complaint resolution, and service recovery.

Business Growth & New Centre Expansion:

- Work with marketing to improve lead quality, campaign performance, channel productivity, and acquisition cost.

- Analyse catchment areas, patient demand, centre capacity, conversion trends, and revenue potential.

- Create a centralised operating playbook for contact centre setup, team structures, technology, quality assurance, and performance management.

- Support new centre launches and ensure the patient engagement engine is operational before opening.

- Build the function from the ground up, including organisation structure, hiring, training, incentives, performance management, and succession planning.

- Operate with an entrepreneurial mindset, taking ownership of revenue, costs, patient experience, productivity, and scalability.

- Work closely with the founders to translate business strategy into execution plans and scalable operating systems.

Ideal Candidate Profile:

- 1 - 3 years of experience in business operations, revenue management, healthcare services, or multi-location service businesses or ex entrepreneur. Preferred from IIT/NIT/IIMS/BITS/NSIT.

- Experience building and scaling patient experience operation, or patient engagement business.

- Preference for an ex-entrepreneur, ex-founder's, who has built a business/function, managed P&L responsibility, and delivered measurable growth.

- Demonstrated capability in funnel conversion, revenue forecasting, service quality, and operational process design.

- Healthcare or hospital experience is strongly preferred, particularly oncology, diagnostics, specialty care, or other high-trust service environments.

- Strong commercial acumen combined with empathy, maturity, and sensitivity in handling patients and caregivers.

- Ability to work in a fast-paced, founder-led environment and build systems rather than depend on established processes.

- Within the first 6 - 12 months, the leader should establish a measurable, technology-enabled patient engagement engine.

Why This Role Is Different:

It is a business-building role at the intersection of patient trust, revenue growth, care coordination, and healthcare operations.

The successful candidate will help build a scalable cancer-care access platform where every patient conversation creates clarity, confidence, and a coordinated next step - and where commercial performance supports, rather than compromises, the patient's best interests.