Sales Conversion Coach
Medellín, Colombia
On-site - Full Time

VIP Medical Group is a leading vein and pain clinic committed to providing exceptional, patient-centered care. Our expert team uses cutting-edge technology and innovative treatments to improve the health and well-being of our patients. As we continue to grow, we are seeking a talented Full Stack Developer to join our team and help us build and maintain efficient, secure, and user-friendly digital solutions to support our patients and staff.

Position Summary:
The Patient Conversion Sales Coach is responsible for improving revenue-producing phone performance across Patient Access, Patient Success, and Appointment Services. This role coaches agents and front-line leaders to convert inquiries into scheduled evaluations, improve patient show readiness, and strengthen the phone behaviors that support conversion from evaluation to procedure. This is a hands-on operational coaching role, not a desk-only training position. The coach is expected to spend meaningful time in live call listening, side-by-side coaching, role play, floor support, and leader partnership to improve close rates, objection handling, urgency creation, patient confidence, and consistency in the patient journey.

What You'll Do:

Sales Conversion Coaching

Coach agents to convert patient interest into booked evaluations through effective discovery, objection handling, and confident appointment setting.
Train consultative sales skills balancing empathy, trust, urgency, and closing discipline in a healthcare context.
Strengthen handling of key objections (price, insurance, hesitation, scheduling, fear, no-shows).
Use live and recorded calls to reinforce best practices across the full call flow.

Cross-Functional Support

Support Patient Access, Patient Success, and Appointment Services teams across the conversion funnel.
Tailor coaching to each team’s role in driving evaluations, follow-ups, and treatment progression.

Training & Skill Development

Deliver onboarding, refresher training, role plays, and targeted coaching based on performance gaps.
Develop tools (frameworks, talk tracks, objection guides) to improve consistency and close rates.
Partner with leaders to reinforce behaviors and support high-potential and underperforming agents.

Call Quality & Performance Improvement

Analyze calls and data to identify coaching opportunities and conversion gaps.
Use QA, conversion metrics, and trends to prioritize impact areas.
Recommend improvements to scripts, workflows, and quality standards.

Floor Support & Leadership Partnership

Provide real-time coaching through call listening, feedback, and team huddles.
Support leaders in reinforcing accountability and sales behaviors.
Track coaching activity and act as a trusted resource to improve performance while maintaining compliance and patient trust.

What You'll Bring To The Team:

3+ years in sales coaching, call center training, or conversion performance improvement (inbound/outbound)
Proven impact on metrics such as booking rate, close rate, show rate, or revenue conversion
Strong expertise in objection handling, consultative selling, call control, and coaching methodologies
Experience analyzing calls, identifying performance gaps, and building actionable coaching plans
Strong communication and facilitation skills; able to coach both agents and team leaders
Experience in healthcare, patient access, or service-based treatment conversion (preferred)
Experience supporting U.S.-based operations or patient environments (preferred)
Familiarity with QA scorecards, call monitoring tools, LMS, and contact center reporting (preferred)
Bilingual English/Spanish (Colombia) or strong English with BPO experience and U.S. Eastern Time availability (Philippines) preferred
Strong knowledge of phone sales strategy and conversion optimization
Skilled in consultative communication, trust-building, and closing techniques
Ability to coach through role play, live feedback, and behavioral reinforcement
Experience evaluating call quality tied to business outcomes
Strong data analysis skills, including funnel insights and action planning
Ability to collaborate cross-functionally and maintain strong floor presence
Track record of improving booking conversion, save rate, and appointment show rates
Ability to reduce cancellations and no-shows through coaching and process improvement
Proven impact on strengthening agent close behaviors and overall call quality
Experience driving team performance across multiple functions (Patient Access, Success, Scheduling)
Ability to ensure training adoption and deliver measurable behavior change

We Offer You:

Impactful Work: You'll play a crucial role in educating clients about their Insurance options and making a positive impact on their lives.
Professional Growth and Learning: We're committed to your improvement and development. Join a team that values your potential and invests in your success.
Supportive Environment: Work in a collaborative, supportive and comfortable environment where your ideas are valued, and your contributions are recognized.
Flexible Working Hours: Enjoy a comfortable 8-hour work shift from Monday to Friday for you to enjoy your weekends to the fullest!
Competitive Compensation: Enjoy a competitive salary starting at $4.5M with benefits that reward your hard work and dedication.

At RV Holdings S.A.S., we promote an inclusive, diverse, and respectful work environment. We value talent regardless of race, ethnicity, gender, sexual orientation, gender identity, age, beliefs, nationality, or disability status. All selection processes are conducted based on the competencies, skills, and experience of each individual.

Patient Conversion Coach