Job Description

About the Role

We are looking for a confident, persuasive and emotionally intelligent Healthcare Sales & Intake Consultant to join a growing healthcare lead management and intake operation.

Our client is a US-based marketing agency specialising in generating enquiries for Applied Behaviour Analysis (ABA) therapy providers through Google and Facebook advertising. They are expanding their services to help ABA therapy providers manage incoming enquiries, connect with prospective families and convert leads into completed patient intakes.

In this role, you will be the first point of contact for parents enquiring about therapy services for their children. Your responsibility will be to respond to incoming leads promptly, understand each family's needs, explain the relevant provider's services, address questions and concerns, and guide parents through the intake process.

This is a sales-driven position that requires more than simply answering calls. You will need to build trust, demonstrate empathy, handle objections confidently and consistently follow up with prospective families to improve lead conversion.

You will work across multiple healthcare providers, managing enquiries through separate CRM systems and phone numbers for each client.

The ideal candidate has a strong background in inbound sales, insurance sales, healthcare sales or consultative telesales, with the ability to turn enquiries into meaningful conversations and successful conversions.

Requirements

Key Responsibilities

1. Inbound Lead Management & Response

• Monitor incoming leads from Google, Facebook and other digital advertising channels.
• Contact prospective families promptly after receiving an enquiry.
• Make outbound calls to parents who have submitted enquiries but have not yet responded.
• Manage incoming calls and respond to questions about the provider's services.
• Prioritise new enquiries to ensure quick response times and minimise missed opportunities.

1. Sales & Lead Conversion

• Build rapport and establish trust with parents and prospective families.
• Understand the family's needs and determine whether the provider's services are suitable.
• Clearly explain the relevant ABA provider's services and intake process.
• Confidently handle questions, concerns and objections.
• Use persuasive but empathetic communication to encourage parents to move forward.
• Guide prospective families through the intake forms and encourage completion.
• Consistently follow up with interested families to improve conversion rates.
• Identify qualified leads and hand them over to the relevant provider for the next stage.

1. Follow-Up & Relationship Management

• Maintain regular contact with prospective families who have not completed their intake.
• Schedule follow-up calls and ensure no promising enquiries are overlooked.
• Adapt communication based on each family's circumstances and level of interest.
• Maintain a professional, patient and supportive approach throughout the process.

1. CRM Administration & Documentation

• Manage leads across multiple client-specific CRM systems.
• Use separate calling systems and phone numbers for each ABA provider.
• Accurately document conversations, enquiries, outcomes and follow-up activities.
• Update lead statuses and maintain organised records.
• Ensure all relevant information is captured before transferring qualified leads to the provider.
• Maintain accurate and consistent reporting across assigned accounts.

1. Performance & Reporting

• Meet expected response times and daily call activity targets.
• Monitor lead engagement, contact rates and conversion progress.
• Maintain accurate records of qualified leads and completed intakes.
• Participate in call reviews, coaching and performance calibration sessions.
• Use feedback and call assessments to continuously improve communication and conversion results.

Minimum Requirements

• Approximately 5 years of experience in sales, telesales, inbound sales or lead conversion is preferred.
• Strong experience handling inbound enquiries and outbound follow-up calls.
• Proven ability to convert enquiries into sales, appointments or completed applications.
• Excellent verbal English communication skills with a confident and professional telephone manner.
• Strong objection-handling, negotiation and persuasive communication skills.
• Ability to build rapport and establish trust quickly over the phone.
• Emotionally intelligent, patient and empathetic when dealing with parents and families.
• Comfortable following sales scripts while keeping conversations natural and engaging.
• Strong follow-up, organisational and time-management skills.
• Good computer literacy and experience working with CRM systems.
• Ability to work independently and manage multiple client accounts.
• Comfortable working towards measurable sales and conversion targets.

Advantageous Experience

• Medical aid or health insurance sales.
• Life insurance or other consultative insurance sales.
• Healthcare or medical call centre experience.
• Patient admissions, medical intake or appointment conversion.
• Experience selling services rather than purely transactional products.
• Previous experience working with US-based clients.
• Exposure to ABA therapy, behavioural health or paediatric healthcare.

A formal college degree is not essential. Relevant sales experience, communication ability and proven conversion skills are more important.

Software & Systems

• Client-provided CRM platforms.
• Client-provided calling and telephone systems.
• Call recording and quality monitoring tools.
• Multiple CRM environments and client-specific phone numbers.

Training will be provided on the relevant systems, scripts, services and intake procedures.

Working Hours & Coverage

This is a remote position supporting US-based healthcare providers.

Coverage is required during the following US business hours:

Weekday coverage:

• Monday to Friday.
• Coverage runs from approximately 7:30 AM Eastern Time to 9:00 PM Eastern Time.
• Two staggered shifts will provide coverage, with a 30-minute overlap for handovers and continuity.

Sunday coverage:

• Sundays, approximately 10:00 AM to 5:00 PM Eastern Time.
• Sunday coverage will be supported through a dedicated representative and backup arrangements.

Important scheduling requirements:

• Candidates must be comfortable working US-aligned shifts.
• Sunday availability is required as part of the overall team coverage.
• Flexibility during the December holiday period is important to ensure consistent service coverage.
• No specific public holiday arrangements have been confirmed.

Performance Expectations

Success in this role will be measured against the following:

• Speed of response to new incoming leads.
• Number of calls and follow-up attempts completed.
• Number of prospective families successfully contacted.
• Quality of conversations and objection handling.
• Number of qualified leads generated.
• Completed intake forms and lead conversion rates.
• Accuracy of CRM documentation and follow-up records.
• Attendance, reliability and adherence to scheduled coverage.

Calls will be recorded and periodically reviewed for quality assurance, coaching and performance improvement.

The Ideal Candidate

We are looking for someone who is:

• Naturally persuasive and confident on the phone.
• Empathetic and emotionally intelligent, particularly when speaking to parents seeking support for their children.
• A strong communicator who knows how to guide a conversation without sounding scripted.
• Resilient and comfortable handling objections or hesitant prospects.
• Proactive and persistent with follow-ups.
• Commercially minded and motivated by achieving measurable results.
• Resourceful, independent and able to think beyond a script.
• Highly organised when managing multiple clients and enquiries.
• Reliable and comfortable working remotely with minimal day-to-day supervision.

We are looking for a sales-driven individual who understands that every enquiry is an opportunity to build trust, provide guidance and convert interest into action.