New Patient Consultant Manager/Call Center Manager

New Patient Consultant (NPC) Manager/Call Center Manager

Athenix Advanced Plastic Surgery & Aesthetic Center
Location: California, Southern California Preferred, 100% remote

Comp Range: 80k-100k base plus bonus potential

Athenix Advanced Plastic Surgery & Aesthetic Center is seeking a highly skilled and motivated New Patient Consultant (NPC) Manager to join our dynamic, patient-focused team in our state-of-the-art cosmetic surgery center.

This is a unique opportunity to step into a leadership role within an established, fast-growing organization supported by a collaborative, high-performing group of professionals who are dedicated to delivering the highest levels of patient care, service excellence, and operational efficiency. If you thrive in a setting where innovation, mentorship, and outstanding patient experience are at the forefront, we’d love to meet you.

About Athenix Advanced Plastic Surgery & Aesthetic Centers

Athenix (www.athenixbody.com) is the largest aesthetic plastic surgery practice in the Western United States, with locations across Arizona, California, Oregon, and Washington, and affiliated organizations in Texas and Colorado. As a private-equity–backed organization executing on strategic national expansion, we specialize in advanced aesthetic and cosmetic surgery procedures designed to help people look and feel their best.

We combine innovative surgical techniques with a relentless focus on the patient experience. Every Athenix location features a state-of-the-art onsite surgery center for patient privacy, convenience, and superior clinical outcomes.

We seek energetic, high-achieving professionals with experience in aesthetics, healthcare, or related patient-facing industries. Athenix offers competitive compensation, comprehensive benefits, and a dynamic environment where motivated team members can grow and excel.

Position Overview

The NPC Manager is responsible for leading, coaching, and developing the New Patient Consultant team to ensure best-in-class patient interactions, outstanding follow-up practices, and consistent consult-to-booking performance across the organization.

This role blends operational leadership, performance management, training, process optimization, cross-functional collaboration, and a deep commitment to elevating the patient journey from first inquiry through consultation scheduling. The NPC Manager plays a critical role in aligning department performance with organizational goals, maintaining staffing and scheduling efficiency, and upholding Athenix’s high patient-experience standards.

Key Responsibilities

Leadership, Training & Development

• Train, coach, and mentor NPC team members in best practices for patient communication, lead handling, consultation scheduling, and follow-up.
• Establish structured training protocols and ongoing development pathways to ensure team competency, consistency, and excellence.
• Conduct annual performance evaluations, set individualized goals, track key metrics, and create accountability aligned with company objectives.

Operational Oversight

• Monitor call center workflows and daily operations to ensure smooth scheduling and timely, accurate patient communication.
• Identify operational barriers and propose solutions to enhance efficiency, accuracy, and patient experience.
• Manage department schedules, working hours, time-off approvals, and payroll-related needs (time clock corrections, attendance oversight, etc.).
• Oversee all NPC-related components of the Telephony system, including skill setup, routing configuration, Hours of Operation (HOOP), and vendor communication for technical support.

Cross-Department Collaboration

• Act as a liaison between the NPC team, marketing, clinic leadership, and executive management to maintain alignment, transparency, and optimized patient flow.
• Participate in monthly NPC meetings, contributing insights, updates, and improvement recommendations.
• Support special projects assigned by upper management, ensuring timely execution and cross-functional coordination.
• Partner with HR in NPC recruitment, interviewing, and onboarding of new team members.

Patient Experience & Quality Assurance

• Uphold Athenix’s commitment to a patient-centered experience by ensuring consult interactions are professional, empathetic, informative, and aligned with brand standards.
• Support team members in resolving complex patient inquiries, handling sensitive situations, and navigating high-pressure interactions with professionalism and diplomacy.
• Continuously evaluate and refine communication practices to ensure accurate, patient-friendly information is consistently delivered.

Required Qualifications

Experience & Skills

• Minimum 2 years of experience managing call center operations or a high-volume, phone-oriented customer service team.
• Experience managing a team of at least four (4) employees.
• Demonstrated success in coaching, developing, and elevating team performance.
• Strong organizational skills with meticulous attention to detail and the ability to multi-task effectively.
• Excellent verbal and written communication skills; able to translate complex information clearly and concisely.
• Professional, dependable, supportive, and solutions-focused leadership style.
• Ability to think quickly and maintain composure in high-pressure or emotionally sensitive situations.
• Strong patient-service mindset—and a friendly, engaging communication style.

Education and Technical Skills

• Bachelor’s degree or relevant professional experience in lieu of degree.

• Proficiency in Microsoft Word, Excel, Outlook, and scheduling or CRM software.
• Familiarity with telephony systems is a plus.

What We Offer

• Medical, dental, vision, and other comprehensive benefits
• Opportunities for professional development and advancement
• A supportive, collaborative work environment with talented and passionate colleagues
• The chance to make a meaningful impact on patient experience and organizational growth

Salary : $80,000 - $100,000