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- Tasks: Connect with warm leads and support patients in accessing care.
- Company: Join the Healthcare Management Trust, a leader in innovative health services.
- Benefits: Enjoy flexible working, private medical insurance, and 27 days annual leave.
- Why this job: Make a real difference in patients' lives while developing your skills.
- Qualifications: Experience in outbound calling and excellent customer service skills required.
- Other info: Be part of a passionate team committed to high-quality care.
The predicted salary is between 30000 - 42000 £ per year.
We’re excited to launch two new roles within our Outbounds Booking Team at the Healthcare Management Trust, based in Durham. This is a unique opportunity to be part of a growing service where you will connect with warm leads from website enquiries, open-day sign-ups and marketing campaigns, turning interest into meaningful action by supporting patients to access the care they need. You’ll get the opportunity to work alongside other passionate professionals who are committed to developing the best care services. We foster a collaborative and supportive approach to learning that helps everyone succeed. If you’re passionate about delivering a compassionate, efficient experience that reflects high standards, we’d love to hear from you.
To apply, please upload a copy of your CV through the 'Apply Now' button. In this role, you’ll help guide potential patients through their journey by proactively engaging warm leads, delivering exceptional customer service, and supporting smooth progression from enquiry to booking and beyond.
Responsibilities- Making timely outbound calls to warm leads within the agreed speed-to-contact SLA (typically 24–48 hours)
- Holding informed, empathetic conversations that qualify needs, address questions/objections, and secure a booking or clear next step
- Following a structured outreach cadence (e.g., Day 0 / Day 2 / Day 5) using phone, SMS and email to maximise contact and conversion
- Tracking outcomes throughout the patient journey and following up post-consultation to progress appropriate cases into diagnostics/procedures
- Recording all interactions in the CRM/patient administration system in real time, ensuring accurate data for demographics, consent, funding and outcomes
- Maintaining daily activity updates and a clean, well-managed lead pipeline to support KPI reporting and forecasting
- Providing clear, accessible information on services, fees/funding and locations, and escalating any clinical or safeguarding concerns appropriately
- Ensuring compliance with GDPR, information governance and contact-preference rules, and issuing written confirmations as required
- Sharing lead-quality insights with Marketing, highlighting recurring questions to refine scripts/FAQs, and participating in huddles, coaching and QA reviews
- Undertaking other reasonable duties aligned to the role and service needs
- Outbound calling and conversion experience (healthcare, bookings, customer service/sales)
- Excellent customer service with empathetic, clear communication
- Confident using CRM/telephony systems and Microsoft 365, with fast and accurate note-taking
- Strong objection-handling skills and ability to explain services, fees and funding clearly
- Target-driven mindset and comfortable working to KPIs
- Experience in healthcare or other regulated services preferred
At the Healthcare Management Trust, we are obsessed with achieving our Vision, to be the most innovative and best quality provider of niche health and social care services. Our Purpose is, to make every contact count, ensuring every resident and patient receives the best possible experience and outcome. We aim to provide services which value collaboration and place our residents, patients and people at the heart of all we do. We will always do the right thing for our residents, patients and people. We will be outwardly connected to the most innovative practices and service offerings in the market. We will do things differently and will be bold with our ambition to change things for the better. We are passionate about what we do and so are our people. Bringing their most authentic selves to work and seeking joy and fun in what we do. We will deliver care and clinical interactions compassionately and tailor them to individual needs. We achieve this by living our business Values each and every day:
- We are caring
- We are enterprising
- We are resourceful
- We are authentic
- We are accountable
Our benefits include:
- Private Medical Insurance
- Employer pension contribution
- Wellbeing support
- Long service awards
- Cycle to work scheme
- Recruitment referral scheme
- Flexible working options
- 27 Days Annual Leave (Plus Bank holidays) pro rata
- Enhanced Maternity Pay
Outbound Bookings Advisor in North East employer: Healthcare Management Trust
Contact Detail:
Healthcare Management Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Outbound Bookings Advisor in North East
✨Tip Number 1
Get to know the company inside out! Research the Healthcare Management Trust, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for their mission.
✨Tip Number 2
Practice your phone skills! Since this role involves making outbound calls, try role-playing with a friend or family member. Focus on being empathetic and clear in your communication, just like you would with potential patients.
✨Tip Number 3
Be proactive! When you apply through our website, make sure to follow up with a friendly email expressing your enthusiasm for the role. It shows you're keen and ready to jump in!
✨Tip Number 4
Showcase your experience! Think of specific examples from your past roles where you've excelled in customer service or outbound calling. Be ready to share these stories during your interview to demonstrate your skills.
We think you need these skills to ace Outbound Bookings Advisor in North East
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight any outbound calling or customer service experience you have, especially in healthcare, as this will show us you're a great fit for the role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about delivering exceptional care services. Share specific examples of how you've successfully engaged with customers in the past, and how you can bring that same energy to our team.
Showcase Your Communication Skills: Since this role involves holding informed and empathetic conversations, make sure your application showcases your communication style. Use clear and concise language, and don’t shy away from demonstrating your ability to handle objections effectively.
Apply Through Our Website: We encourage you to apply through our website using the 'Apply Now' button. This ensures your application goes directly to us, and we can review it promptly. Plus, it’s super easy and straightforward!
How to prepare for a job interview at Healthcare Management Trust
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of an Outbound Bookings Advisor. Familiarise yourself with the key tasks like making timely outbound calls and holding empathetic conversations. This will help you demonstrate your knowledge and enthusiasm for the role.
✨Showcase Your Customer Service Skills
Since this role is all about delivering exceptional customer service, prepare examples from your past experiences where you’ve successfully handled objections or provided clear information. Highlight how you’ve made a positive impact on customers, as this aligns perfectly with the company’s values.
✨Practice Your Communication Style
Empathy and clarity are crucial in this position. Practice articulating your thoughts clearly and compassionately. You might even want to role-play common scenarios you could encounter, such as addressing patient concerns or explaining services and fees, to ensure you’re ready for anything.
✨Be Ready to Discuss KPIs
As the role is target-driven, be prepared to discuss how you’ve met or exceeded KPIs in previous roles. Think of specific metrics you’ve achieved and how you tracked your progress. This will show that you’re not only results-oriented but also understand the importance of maintaining a well-managed lead pipeline.
