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ROLE:

As an Appointment Setter Manager, you will lead, coach, and support a team of appointment setters responsible for scheduling consultations with prospective patients for our program director. Your leadership will be key in enhancing the team’s communication skills, tonality, and overall efficiency, ensuring that every conversation builds trust, empathy, and engagement. This role is central to our mission of helping couples on their fertility journey by driving exceptional performance and optimizing the appointment-setting process.

We pride ourselves on delivering a 6-star luxury experience to our patients, and this begins with the first interaction. As a manager, you will set the standard for excellence by cultivating a results-driven culture. Your leadership will ensure the team consistently meets procedural expectations while delivering an exceptional experience to every individual who encounters our team’s support.

RESPONSIBILITIES:

• Lead and Develop the Team: Coach and mentor appointment setters focusing on communication skills, tonality, persuasion, and empathy in all interactions.
• Drive Performance: Set clear KPIs, monitor progress, and implement strategies to ensure daily, weekly, and monthly goals are consistently achieved.
• Optimize Processes: Continuously optimize scripts, workflows, and CRM practices to streamline operations and boost conversion rates.
• Quality Assurance: Lead daily call reviews and training sessions to enhance performance, providing constructive feedback to uphold high service standards and ensure strict protocol adherence.
• Reporting and Metrics: Monitor and analyze key performance indicators, identifying constraints and implementing solutions. Provide regular updates and insights to drive continuous improvement.
• Team Culture: Cultivate a high-performance, positive team environment aligned with our core values and continuous improvement philosophy.

REQUIREMENTS:

• Results-Driven: Proven ability to meet and optimize performance targets while delivering a superior customer experience.
• Communication: Exceptional verbal and written communication skills, with expertise in coaching tonality and persuasive conversation techniques.
• Experience: 3+ years managing a sales or appointment-setting team, ideally in healthcare or high-touch service environments.
• Leadership & Sales Acumen: Skilled in leading remote teams, motivating individuals, and optimizing sales processes for conversions.
• Problem-Solving & Adaptability: Adept at anticipating challenges, implementing effective solutions, and thriving in fast-paced environments.
• Tech-Savvy & Detail-Oriented: Proficient with CRM systems, ensuring accurate data management and executing tasks with precision.

OUTCOMES/KPIs:

• Appointment-Setting Targets: Ensure team members consistently meet or exceed daily, weekly, and monthly appointment-setting goals with high conversion rates.
• Call Quality and Optimization: Ensure calls adhere to scripts and continuously refine based on performance and patient feedback.
• Patient Satisfaction: Achieve consistent positive patient feedback, with no complaints regarding the booking experience.
• Data Accuracy: Maintain 100% accuracy in CRM records, ensuring they are up-to-date and well-documented at the end of each day.
• Autonomy and Performance: After training, the team operates independently, consistently delivering high-quality results with minimal supervision.

Fill out the application form on this page. A member of our team will be in touch with you regarding the next steps.

This is a unique opportunity to play a pivotal role in transforming lives by helping couples on their fertility journey. We are looking for a passionate and results-driven leader to join our mission.