Senior Lead Conversion Specialis...
Maadi, Cairo
Senior Lead Conversion Specialist
Maadi, CairoPosted 3 days ago1 open position
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Job Description
Join Our Team as a Senior Lead Conversion Specialist!
Location: Degla, Maadi
Shift: Rotational
About Hands of Hope Physical Therapy
At Hands of Hope PT, we don’t just treat patients—we build lasting relationships. As we expand our impact, we’re looking for a Patient Experience Specialist who’s passionate about service, connection, and care.
This is more than a call center role—you'll be the friendly voice and helpful hand guiding patients through their care journey.
Key Responsibilities:
Lead Management & Conversion:
- Proactively manage and convert a high volume of inbound and outbound leads from various marketing channels (ZocDoc, website forms, social media, direct calls).
- Conduct in-depth qualification calls to understand patient needs, address concerns, and effectively communicate the value proposition of Hands of Hope services.
- Expertly navigate scheduling systems (e.g., WebPT) to identify and secure optimal appointment times, ensuring efficient patient onboarding.
- Implement advanced persuasion and objection-handling techniques to maximize booking rates and overcome patient hesitations.
- Handle complex lead scenarios, including those requiring extensive follow up, coordination with clinical staff, or creative problem-solving.
Patient Engagement & Relationship Building:
- Build immediate rapport and trust with prospective patients through empathetic and professional communication.
- Provide exceptional patient experience from the first point of contact, ensuring all inquiries are addressed thoroughly and courteously.
- Effectively communicate complex medical information and treatment plans in an easy-to-understand manner.
Process Optimization & Reporting:
- Identify and propose improvements to existing lead conversion workflows, scripts, and tools to enhance efficiency and effectiveness.
- Maintain meticulous records of all lead interactions and outcomes in the CRM system, ensuring data accuracy and completeness.
- Contribute to regular performance reviews and provide insights based on lead conversion trends and challenges.
Reactivation & Retention:
- Lead efforts in reactivating former patients, employing advanced communication strategies to re-engage and secure new appointments.
- Collaborate with the marketing and clinical teams to develop and refine strategies for patient retention and loyalty.
Job Requirements
Qualifications:
Experience:
- Fluent in English
- Minimum of 2-4 years of experience in a high-volume call center, sales, or lead conversion role, preferably within the healthcare or physical therapy industry.
- Demonstrated track record of consistently meeting or exceeding conversion targets and KPIs.
- Experience in informally guiding or training peers
Skills:
- Exceptional verbal and written communication skills, with a strong ability to articulate complex information clearly and persuasively.
- Advanced active listening and empathy skills.
- Proven ability to handle objections, negotiate, and close appointments effectively.
- High proficiency in CRM software and scheduling systems (Oracle, WebPT).
- Strong organizational skills and attention to detail for accurate record keeping.
- Ability to analyze call data and identify trends for process improvement.
- Strong problem-solving and decision-making skills, especially in ambiguous or challenging situations.
Attributes:
- Results-oriented with a strong drive to achieve and exceed goals.
- Proactive self-starter with the ability to work independently and as part of a team.
- Adaptable and resilient in a fast-paced, target-driven environment.
- Possesses a positive attitude and a genuine passion for helping patients. Strong problem-solving abilities and critical thinking.
