Call Centre and Leads Management Specialist

Job Title: Call Centre and Leads Management Specialist

Job Summary: Your primary responsibility will be to convert the leads generated by the marketing team into satisfied patients. Through effective communication, relationship-building, and exceptional customer service, you will play a crucial role in expanding our patient base and promoting the highest standard of care.

Job Responsibilities:

  • Engage with potential patients via phone calls, email, and other communication channels to convert leads into appointments or consultations.
  • Build strong and lasting relationships with potential and existing patients. Understand their needs, concerns, and preferences to provide personalized service.
  • Develop a comprehensive understanding of our healthcare services and offerings. Effectively communicate the benefits of our services to potential patients, addressing any questions or objections they may have.
  • Efficiently manage appointment calendars and schedules, ensuring optimal utilization of time slots and prompt follow-ups.
  • Conduct follow-up calls and emails to nurture potential patients and guide them through the decision-making process, assisting them in making informed choices.
  • Deliver exceptional customer service at all touchpoints, addressing inquiries, resolving issues, and ensuring a positive patient experience.
  • Work closely with the marketing team to understand campaign strategies, target audience demographics, and marketing initiatives. Provide feedback on lead quality and suggest improvements.
  • Monitor and analyze lead conversion rates, appointment booking rates, and other relevant metrics. Identify areas for improvement and implement strategies to increase conversion rates.
  • Keep accurate records of all patient interactions, appointments, and outcomes in the CRM system.

Job Requirements:

  • Min. experience of 1-2 years in tele sales, customer service, or a related field, preferably in the healthcare industry.
  • Excellent communication skills, both verbal and written, with a friendly and persuasive demeanor.
  • Empathy and a genuine desire to assist patients in making well-informed decisions about their healthcare needs.
  • Strong organizational skills and the ability to multitask effectively in a fast-paced environment.
  • Adaptability to learn about medical procedures and services to engage with potential patients confidently.
  • Results-driven with a track record of meeting or exceeding sales targets.
  • Ability to work independently and as part of a team.
  • High level of integrity and adherence to ethical standards in dealing with patient information and inquiries.
  • Fluent in English and Arabic
Skills Hub is an online recruitment portal based in Abu Dhabi.

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