Growth & Patient Engagement Executive (Contact Center)
Skills
About This Role
Overview
- Metabolic is hiring a **Growth & Patient Engagement Executive** to drive **patient acquisition, appointment bookings, and package sales** through structured communication and disciplined CRM follow-up.
- This role combines **sales, patient engagement, appointment coordination, and customer service**, with a strong focus on converting inbound and outbound leads into **confirmed clinic visits and paid care programs**, while ensuring a premium patient experience.
- **What You’ll Do****Lead Conversion & Sales*** Convert inbound, WhatsApp, missed calls, and outbound leads into appointments
- Follow up consistently with new, warm, and aged leads
- Present services and packages clearly and close patients confidently
- Handle objections (pricing, timing, insurance, competition) professionally
- **Patient Communication & Support*** Act as the first point of contact across phone, WhatsApp, and CRM
- Provide accurate, clear information on services and treatment options
- Ensure every patient interaction is handled with professionalism and care
- Support resolution of queries, concerns, and follow-ups efficiently
- **Appointments & Retention*** Schedule, confirm, and manage patient appointments
- Reduce no-shows through proactive reminders and follow-ups
- Support rebooking and long-term patient retention
- **CRM & Discipline*** Maintain accurate CRM records and pipeline updates
- Track all follow-ups, outcomes, and patient interactions
- Ensure strong CRM hygiene and data accuracy across all leads
- Support reporting on bookings, conversions, and revenue performance
- **Key Performance Indicators (KPIs)*** Lead response time (speed-to-lead)
- Lead-to-appointment conversion rate
- Appointment show-up rate
- Package / membership conversion rate
- Monthly revenue contribution
- Follow-up completion rate
- CRM accuracy and pipeline hygiene
- Resolution time for patient queries and issues
Requirements
- What We’re Looking For* Experience in sales, telesales, customer service, or patient coordination
- Strong communication and persuasion skills (phone & WhatsApp)
- Confident handling objections and working toward targets
- Experience using CRM systems and structured follow-up processes
- Healthcare, wellness, or clinic experience is a strong advantage
- Highly organized, proactive, and results-driven mindset
Education
- & Language* Bachelor’s degree preferred
- Native-level English required
- Arabic is a strong advantage
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