We’re excited to launch two new roles within our Outbounds Booking Team at the Healthcare Management Trust, based in Durham. This is a unique opportunity to be part of a growing service where you will connect with warm leads from website enquiries, open-day sign-ups and marketing campaigns, turning interest into meaningful action by supporting patients to access the care they need.

You’ll get the opportunity to work alongside other passionate professionals who are committed to developing the best care services. We foster a collaborative and supportive approach to learning that helps everyone succeed.

If you’re passionate about delivering a compassionate, efficient experience that reflects high standards, we’d love to hear from you.

To apply, please upload a copy of your CV through the 'Apply Now' button.

In this role, you’ll help guide potential patients through their journey by proactively engaging warm leads, delivering exceptional customer service, and supporting smooth progression from enquiry to booking and beyond. Your key responsibilities include:

• Making timely outbound calls to warm leads within the agreed speed-to-contact SLA (typically 24–48 hours)
• Holding informed, empathetic conversations that qualify needs, address questions/objections, and secure a booking or clear next step
• Following a structured outreach cadence (e.g., Day 0 / Day 2 / Day 5) using phone, SMS and email to maximise contact and conversion
• Tracking outcomes throughout the patient journey and following up post-consultation to progress appropriate cases into diagnostics/procedures
• Recording all interactions in the CRM/patient administration system in real time, ensuring accurate data for demographics, consent, funding and outcomes
• Maintaining daily activity updates and a clean, well-managed lead pipeline to support KPI reporting and forecasting
• Providing clear, accessible information on services, fees/funding and locations, and escalating any clinical or safeguarding concerns appropriately
• Ensuring compliance with GDPR, information governance and contact-preference rules, and issuing written confirmations as required
• Sharing lead-quality insights with Marketing, highlighting recurring questions to refine scripts/FAQs, and participating in huddles, coaching and QA reviews
• Undertaking other reasonable duties aligned to the role and service needs

We’re looking for someone with the skills, confidence, and empathy to engage customers and convert warm enquiries into meaningful bookings.

• Outbound calling and conversion experience (healthcare, bookings, customer service/sales)
• Excellent customer service with empathetic, clear communication
• Confident using CRM/telephony systems and Microsoft 365, with fast and accurate note-taking
• Strong objection-handling skills and ability to explain services, fees and funding clearly
• Target-driven mindset and comfortable working to KPIs
• Experience in healthcare or other regulated services preferred

At the Healthcare Management Trust, we are obsessed with achieving our Vision, to be the most innovative and best quality provider of niche health and social care services. Our Purpose is, to make every contact count, ensuring every resident and patient receives the best possible experience and outcome.

We aim to provide services which value collaboration and place our residents, patients and people at the heart of all we do. We will always do the right thing for our residents, patients and people. We will be outwardly connected to the most innovative practices and service offerings in the market. We will do things differently and will be bold with our ambition to change things for the better.

We are passionate about what we do and so are our people. Bringing their most authentic selves to work and seeking joy and fun in what we do. We will deliver care and clinical interactions compassionately and tailor them to individual needs. We achieve this by living our business Values each and every day:

• We are caring
• We are enterprising
• We are resourceful
• We are authentic
• We are accountable

Our benefits include:

• Competitive pay
• Private Medical Insurance
• Employer pension contribution
• Wellbeing support
• Long service awards
• Cycle to work scheme
• Recruitment referral scheme
• Flexible working options
• 27 Days Annual Leave (Plus Bank holidays) pro rata
• Enhanced Maternity Pay

For any questions about the role, please contact Julia Matchett (Transformation and Change Manager) jmatchett @hmt-uk.org.

Or for any enquiries on the application process, please contact HRhelpdesk@hmt-uk.org

Per year