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Recruitment of an Appointment Setter

How we recruited an Appointment Setter for a healthcare provider

Our client

Our client supports Australia's leading healthcare professionals to deliver quality medical care. They achieve this through a new structure and culture of healthcare provision.

Location - Leederville, WA
Industry - healthcare
Size - 300 employees

We applied our three-phase service delivery model for this recruitment drive.

How we recruit superstars

Video job advertisement

Social media algorithms favour videos over still content, so we create video advertisements for all vacancies to help source our candidates.

We take full advantage of this unique and highly effective form of candidate sourcing in order to reach the right candidate at the right time.

We post our videos on Twitter, LinkedIn and Facebook. They are posted on these platforms 10-20 times, based on relevance. Our videos typically receive over 1,000 views within the first 24 hours.

Job advertisement

We constantly refresh, rewrite and reformat our job advertisements to optimise the quality of applications received. Our approach is aggressive - we post around 20 advertisements for every permanent job. Advertisements are posted on:

Job boards - Seek, Adzuna, Glassdoor, Indeed and Jora
Social media - LinkedIn, Facebook and Twitter
11 Recruitment's website

On average, our advertisements receive over 100 applications and perform well above the market benchmark for Seek, shown in this graph.

Appointment Setter

STRONG base salary + commission + incentive payments
Are you focused on success & KPI driven?
Work in the healthcare industry

Retained Search

The role

You will fulfil an important role in developing the recruitment funnel for healthcare professionals. This includes, but is not limited to;

Make outbound appointment bookings for the sales team
Work with the recruitment team to manage diaries and leads
Record all activity against leads in Salesforce CRM
Data entry of leads contact data (mobile, email address) into the CRM
Provide regular updates to the Business Development Campaign Manager
Meet weekly and monthly KPIs

About you

The successful candidate will have:

Experience in telesales/appointment setting
Proven experience meeting KPIs
A positive and polite phone manner
Persuasive negotiation skills
The ability to work autonomously 
A results-driven personality

About our client

They are investing in Australian communities by providing unique healthcare services, focusing on areas with high demand. All of their medical centres are open for extended hours, co-located with dentistry, allied health, pathology, and other specialists operating together as one system with one purpose; to provide access to primary healthcare.

Additionally, their ability to provide extended access has helped locals avoid the already overstretched hospital emergency departments for minor injuries.

This is a successful venture, expected that the number of general practitioners will increase as the demand for our client's services grows dramatically.

Assessment Matrix design

Our in-house designed, custom made software generates an Assessment Matrix, which is our blueprint for the recruitment process. Our process consists of screening, interviews, document verification, skills testing, personality profiling and reference checks.

Ticks indicate the point at which each criteria is addressed. More importance criteria are checked multiple times throughout the recruitment process.

Selection criteria	Screen	Interview	Docs.	Skill test	Profiling	Refs.
Experience
Telesales/Appointment Setting	✓	✓				✓
Maintaining a CRM	✓	✓				✓
Meeting KPIs	✓	✓				✓
Other
Strong verbal and written communication skills	✓			✓
MS Office (Intermediate)	✓			✓
Grammar & Spelling (Excellent)	✓			✓
Verify LinkedIn CV vs CV submitted	✓	✓				✓
Leederville location	✓	✓				✓
Accept expected salary range ($70k+super)	✓	✓				✓
Behaviour
Dominance - 75%		✓			✓
Influence - 45%		✓			✓
Steadiness - 23%		✓			✓
Compliance - 51%		✓			✓
Forms signed
Health / police check			✓
Signed document - tell the truth			✓
Docs verified
Citizen AU / NZ or PR	✓		✓

DISC profiling

Similar to people, jobs have their own behavioural profile that is based on duties, environment and communication. We create a profile for every job vacancy, enabling us to match an applicant's behaviour against that of a specific role.

We use DISC, which examines the following attributes:

Dominance - accomplishing results, the bottom line, confidence
Influence - persuading others, openness, dependability
Steadiness - cooperation, sincerity, dependability
Compliance - quality, accuracy, expertise

DISC profile - Administration Assistant

This role requires an individual with a calm approach who will be able to manage a range of routine tasks with ease and efficiency. Such an individual will be able to manage their time to ensure that all tasks are completed in a smooth and timely fashion.

A methodical approach to work and the preference for a structured routine within a relatively stable environment are important aspects of the role. These may require the development and maintenance of systems or procedures, requiring the person to be impartial, yet precise about what they do.

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This position would best suit the type of person who is genuinely friendly towards others, and concerned about the welfare of fellow workers. The person should be steady and reliable and keen to provide a service.

Such an individual should be content with an unchanging routine and be amenable to receiving instructions from others, preferring not to be giving the instructions. The role requires someone who will tolerate doing repetitious work over an extended period of time without getting bored.

This role requires the type of person who is determined about doing the job well. With an inclination to be a specialist, the person needs to be motivated by security together with acceptance by his/her colleagues and the satisfaction of getting a job well done.

The individual would be the type of person who is methodical and painstakingly careful whilst being comfortable following rules and procedures thoroughly. This type of individual would be able to demonstrate the ability to take an objective viewpoint and put personal opinion aside, following the procedure regardless. This requires someone with the determination to complete the job thoroughly; in other words someone who is capable of ‘dotting the (i’s) and crossing the (t’s)’.

The role calls for an individual who would be comfortable working in the background in a supportive role rather than be in the limelight and receiving the credit for the work one.

The need for precision and accuracy is paramount and the individual should be satisfied to concentrate on repetitious work over an extended period of time. He/she should prefer an environment where the work is predictable and there are unlikely to be any sudden dynamic changes.

Appointment Setter

Shortlisted candidates

Candidate A

Candidate B

Candidate C

Behavioural adaptation by candidates to match the job profile:

Candidate A

Candidate B

Candidate C

Results

Our aim is to produce a strong shortlist by sourcing widely. We measure every stage in our recruitment process to ensure we meet this key objective.

Our service comes with an extended 18-month replacement guarantee. This guarantee means our interests are mutually aligned - to recruit high achievers who will excel and stay.

Video views

1,044

Applications received

Interviewed by 11 Recruitment

Shortlisted

Interviewed by client

Hired