Patient Conversion Specialist

FLSA: Full-Time | Salaried; Exempt

Reports to: Director of Client Success

Remote | Open to anyone eligible to work in the U.S.

Bilingual in English/Spanish preferred.

Do you have experience in front desk operations, or a call center related role within the dental field? If so, we want to hear from YOU!! Dental experience not required but helpful. Experience working in a front desk role or call center environment is required.

Overview:

The Patient Conversion Specialist plays a vital role in our team by acting as the primary point of contact for our clients and their potential new patients, specifically focusing on scheduling consultations for dental practices that specialize in Aligners and Implants. This individual is responsible for engaging with potential patients over the phone, building rapport, and directly scheduling appointments through persuasive and friendly sales conversations. The Patient Conversion Specialist must maintain a high volume of calls while providing excellent customer service, managing time effectively, and ensuring thorough follow-up to maximize scheduling conversion rates. Expert-level phone conversion skills are essential to excel in this role, as this person will consistently turn inquiries into scheduled consultations, driving growth for our clients. As an extension of our clients' dental practices, the Patient Conversion Specialist contributes to a positive patient experience and supports the overall success of our client’s services.

If you are a driven and proactive individual with strong communication skills, a positive demeanor, and a passion for delivering excellent customer service, we invite you to join our team and help us drive growth for our dental practice clients.

Key Responsibilities including but not limited to:

Sales-Driven Scheduling: Utilize persuasive communication and consultative sales techniques to convert interested prospects into scheduled consultations, focusing on highlighting the benefits of dental treatments like Aligners and Implants.
Sales Objections: Skillfully overcome objections during scheduling calls by using active listening, empathy, and tailored responses to address their concerns, effectively guiding them toward booking consultations by building value and authority for the doctor and practice.
Appointment/Consultation Scheduling: Coordinate and schedule appointments for clients and prospects using Dental CRM software and other scheduling tools.
Closing the Call: Utilize effective closing techniques to secure a firm commitment from prospects, ensuring consultations are scheduled and gaining their commitment to attend the appointment by reinforcing the value of the consultation and setting clear expectations.
Set the Stage for Successful Conversions: Set the stage for conversion by creating a sense of urgency and excitement during the initial call, motivating potential patients to commit to scheduling their consultation and moving forward in the treatment process.
Establishing a Positive First Impression: Serve as the first impression of the dental practice by guiding prospects into a "yes" mentality, emphasizing the value of the consultation and ensuring the conversation leads toward a successful booking.
Client Communication: Serve as the primary point of contact for clients and prospects, handling inbound and outbound calls, emails, text and other communications.
Follow-Up: Consistently follow up with clients and prospects to confirm appointments, provide reminders, and reschedule when necessary.
CRM Management: Maintain and update client information in the CRM system, ensuring accuracy and completeness.
Task Prioritization: Effectively manage and prioritize multiple tasks, including client communications, appointment scheduling, and administrative duties.
Call Management: Manage a high volume of calls efficiently while maintaining a high level of quality and professionalism in each interaction.
Script Adherence: Follow custom phone scripting accurately during calls while remaining natural and engaging to establish rapport, build trust and a great first impression of the clients dental practice.
Problem Resolution: Address and resolve client issues or objections promptly and effectively, escalating issues when necessary.
Team Collaboration: Work closely with sales, customer service, and other departments to coordinate efforts and share insights.
Performance Metrics: Meet or exceed daily, weekly, and monthly performance targets related to call volume, appointment scheduling, and client satisfaction.
Continuing Education: Stay up-to-date with product knowledge and company offerings to provide accurate information to clients and improve scheduling efficiency.

Skills and Abilities:

Communication Skills: Excellent verbal and written communication skills; ability to interact professionally with clients, team members and prospects.
Call Flow Management - Ability to manage the flow of the conversation effectively, ensuring it stays on track and covers all necessary points
Sales/Customer Service Experience: Prior experience in sales or customer service, demonstrating the ability to engage with clients and prospects effectively.
Organizational Skills: Strong ability to organize, prioritize, and manage multiple tasks simultaneously.
Time Management - Ability to prioritize tasks and manage time efficiently to handle multiple responsibilities
Consistency - Ability to maintain consistent follow-up with prospects and clients, ensuring regular communication and updates
CRM Proficiency: Experience with CRM software (e.g., Monday.com, Dentrix, EagleSoft, Go High Level) for tracking prospects and managing client interactions.
Attention to Detail: High level of accuracy in updating client records, tracking progress, and ensuring no details are overlooked.
Problem Solving: Ability to identify issues and implement effective solutions quickly.
Multitasking: Competence in handling multiple tasks at once, maintaining focus and efficiency.
Adaptability: Flexible and open to adjusting to changing priorities and client needs.
Professionalism: Maintain a professional demeanor in all interactions, demonstrating reliability and integrity.
Technical Skills: Basic proficiency in using dashboards, spreadsheets, and other organizational tools.
Goal-Oriented: Focused on meeting or exceeding performance targets and client expectations.
Team Collaboration: Ability to work well within a team environment, sharing insights and coordinating efforts effectively.
Cultural Fit - Ability to align with and contribute to the company culture, including values of collaboration and integrity

Education/Experience Requirements:

Bachelor's Degree; Business, Management, or similar; highly preferred.
2+ years of experience in a customer success, sales, or patient scheduling role; required.

Preferred Qualifications:

Active Listening: Skilled at listening to understand patients needs and concerns fully.
Persuasion/Negotiation: Strong negotiation and persuasion skills to encourage scheduling and conversions.
Call Transition Efficiency: Ability to transition smoothly between different stages of a call, such as introduction, pitch, and closing.
Consistent Call Quality: Commitment to maintaining high-quality standards across all calls.
Dental Software: Experience a plus!

Full-time Benefits to Include:

Medical, Dental, Vision
Excellent Work Culture and Growth Opportunities
PTO
Excellent Compensation w/ Bonus!
Holiday Pay

If selected for an interview, the following process would closely outline a tentative schedule:

Meet with Director of Operations if selected after meeting our pre-screening process
Possible Hiring Assessment/Working Interview
Final Interview with HR
Offer (background screening/employment references included)

Tiny Rhino Group is proud to be an equal opportunity workplace employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We value and embrace the diversity and inclusion of all team members!

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