New Patient Sales Advisor

We’re looking for an enthusiastic and proactive New Patient Sales Advisor. The New Patient Sales Advisor plays a key role in the New Patient Sales Team by serving as the first point of contact for new leads entering our system. This role is responsible for promptly reaching out to prospective patients, understanding their needs in the early stages of their journey, and guiding them toward the appropriate next steps. The advisor will qualify interest, provide clear and supportive information, and arrange timely call-backs for the Senior Sales Team, enabling them to book patient consultations efficiently. This position is essential in creating a positive first impression and ensuring a smooth transition through the patient onboarding process. The role is fast-paced, target-driven, and requires the ability to manage a high volume of enquiries while maintaining consistency, professionalism, and exceptional customer care.

Skills

• Communicate clearly and confidently when engaging with new patients, delivering information in a professional and supportive manner.
• Actively listen to patients to fully understand their needs and respond with appropriate guidance.
• Quickly learn and apply knowledge of the patient pathway to build trust, answer questions, and guide patients effectively.
• Handle all calls with diligence, ensuring each interaction is consistent, thorough, and accurately documented.
• Manage time efficiently, contacting leads promptly, pre-qualifying patients, and scheduling call-backs for the Senior Sales Team.
• Adapt to changing priorities, including working different shifts (e.g., between 07:00–19:00), adjusting scripts, and supporting various tasks or teams as needed.
• Remain calm and professional under pressure, delivering excellent customer service during high-volume or fast-paced periods.
• Take full accountability for performance, meeting measurable targets and maintaining high-quality standards in all aspects of the role.
• Work independently with confidence, demonstrating strong initiative, especially during busy periods or out-of-hours shifts.

Key Responsibilities

• Make a minimum of 200+ outbound calls per day.
• Contact all new leads as quickly as possible/within SLA to maximise engagement and improve overall conversion rates.
• Introduce the service confidently and provide a positive first impression of the patient journey.
• Guide patients in the right direction, providing clear information about next steps and helping them feel supported.
• Pre-qualify patients and understand what the patient is looking for based on interest, and suitability for consultation.
• Schedule call backs for the Senior Sales Team, ensuring smooth handover and accurate notes in the system.
• Record all interactions thoroughly in the CRM to maintain accurate, real-time lead tracking.
• Follow established scripts and communication standards while still delivering a personalised and empathetic patient experience.
• Meet daily activity and quality targets, including contact rate, call volume, and scheduled call backs.
• Identify and escalate urgent or high-priority leads to the appropriate senior team members.
• Represent the brand professionally, ensuring every patient feels valued, informed, and supported.

Requirements

• Energetic and collaborative attitude with a strong ability to work effectively in a team.

Nice to have

• At least 1 year of experience working in a customer facing role (preferred).
• Experience using phone or handling enquiries.
• Working in fast paced environments.
• Basic administrative or organisational experience.

This might be a good fit if you

• You’re comfortable making a high volume of phone calls every day and enjoy engaging with people.
• You’re motivated by targets and take pride in hitting daily and weekly goals.
• You have a natural ability to build rapport quickly, even with people you’ve never spoken to before.
• You stay calm and positive, even when dealing with rejection or patients who aren’t ready to move forward.
• You’re a quick learner who can pick up scripts, systems, and processes with ease.
• You’re organised and reliable, and you like keeping track of conversations, follow-ups, and next steps.
• You can work independently, stay focused, and manage your own call flow without constant supervision.
• You’re adaptable and don’t mind switching between tasks or working different shifts when needed.
• You’re looking to build experience in sales, customer service, or the healthcare sector, even if you’re early in your career.