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.

 

 

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 peersSkills: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.