Patient Educator Manager/Call Center Manager

Patient Educator Manager/Call Center Manager

Aesthetic Center for Plastic Surgery LLP (ACPS)
Location: Kimberly Office

Comp Range: 70k-80k base plus bonus potential

The Aesthetic Center for Plastic Surgery (ACPS) is seeking a highly skilled, compassionate, and experienced Patient Educator Manager to lead our Patient Education team within one of the most respected and innovative cosmetic plastic surgery practices in the United States.

This is a remarkable opportunity to join a world-renowned organization where surgical excellence, patient education, research, and compassionate care intersect. The Patient Educator Manager will oversee a team dedicated to ensuring each patient is fully informed, supported, and empowered throughout their aesthetic journey.

If you excel at developing people, optimizing education programs, and collaborating closely with high-performing clinical teams, ACPS invites you to consider this important leadership role.

About ACPS

Since its founding in 1996 the Aesthetic Center for Plastic Surgery (ACPS) has grown into one of the largest and most respected private cosmetic plastic surgery practices in Texas and the United States. ACPS surgeons are internationally recognized for pioneering surgical techniques, advancing safety standards, and contributing groundbreaking research, including award-winning work published in leading scientific journals. Their expertise is sought after globally, and they have been consistently honored among Houston’s top cosmetic surgeons.

ACPS operates two Houston clinical offices and the AAAASF-certified ACPS SurgiCentre, a state-of-the-art surgical facility featuring four surgical suites, pre-operative consultation rooms, and a dedicated recovery suite staffed by hand-selected medical professionals and board-certified anesthesiologists. With offerings such as exclusive at-home nursing visits, ACPS provides patients with exceptional care, safety, and support. Across every stage of the aesthetic journey, ACPS teams work together to deliver outstanding outcomes, compassionate guidance, and an elevated, seamless patient experience.

Position Overview

The PEM Manager is responsible for leading, coaching, and developing the Patient Educator 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 PEM Manager plays a critical role in aligning department performance with organizational goals, maintaining staffing and scheduling efficiency, and upholding ACPS’ high patient-experience standards.

Key Responsibilities

Leadership, Training & Development

• Train, coach, and mentor PEM 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 PEM-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 PEM team, marketing, clinic leadership, and executive management to maintain alignment, transparency, and optimized patient flow.
• Participate in monthly PEM 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 PEM recruitment, interviewing, and onboarding of new team members.

Patient Experience & Quality Assurance

• Uphold ACPS’ 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 3 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 ACPS Offers

• Medical, dental, vision, and other comprehensive benefits
• Opportunities to influence patient experience at a premier surgical center
• A supportive environment grounded in excellence, compassion, and innovation
• The chance to work closely with nationally recognized surgeons and a top-tier clinical team

Salary : $70,000 - $80,000