Job Details

Location: Remote - (United States)

Posted: April 8, 2026

Job Type: Full Time

Req# 2026-5529

Customer Service

Position Summary

Leads frontline patient services operationsdelivering measurable business impact through high-quality, compliant, and efficient support in Empower's pharmacy call center. Owns day-to-day execution, workforce performance, and service outcomes across channels, ensuring accuracy, timeliness, and patient satisfaction at scale. Leverages AI as aforce multiplier to enhance speed, quality, and decision-making in triage, documentation, and continuous improvement. Operates within a hyper-growth, highly regulated 503A/503B environment, aligning team practices with evolving standards and audit readiness. Demonstrates disciplined execution, data-driven insights, strategic thinking, and rapid learning agility. Builds accountable teams, strengthens cross-functional coordination, and continuously elevates service delivery to support access, safety, and innovation in patient care. Ensures compliance rigor, coaching excellence, and KPI transparency while optimizing workflows, reducing errors, and scaling capacity to meet growing demand efficiently and consistently .

Duties and Responsibilities

Service Operations

• Workflow Management : Oversees daily patient service workflows across communication channels, ensuring timely , accurate , and compliant resolution of inquiries and prescription requests. Uses AI-enabled routing, prioritization, and automation tools to optimize throughput, reduce wait times, and improve service consistency while maintaining strict adherence to regulatory and quality standards in a high-volume pharmacy environment.

• Performance Monitoring : Tracks and analyzes KPIs, call metrics, and service quality indicators to drive continuous improvement. Leverages AI-driven analytics to identify trends, predict demand, and inform staffing and process adjustments, ensuring operational efficiency, high- quality documentation, and consistent achievement of service-level targets aligned with business growth objectives .

• Issue Resolution : Manages escalated patient and provider concerns with urgency and precision, ensuring compliant and empathetic outcomes. Applies AI-supported insights to diagnose root causes, standardize resolutions, and prevent recurrence, strengthening service reliability and reinforcing Empower's commitment to safe, accessible, and responsive patient care delivery.

T eam Leadership

• Team Development : Leads, coaches, and develops Patient Services Technicians to achieve high performance and professional growth. Uses AI-enabled feedback tools and performance data to personalize coaching, reinforce accountability, and build capabilities aligned with evolving operational and regulatory demands in a fast-scaling environment.

• Talent Management : Establishes clear expectations, monitors productivity, and ensures accountability across the team. Applies data-driven and AI-supported performance management practices to identify gaps, recognize top talent, and drive consistent execution aligned with P80-P90 performance standards and organizational priorities.

• Culture Building : Fosters a culture of service excellence, collaboration, and continuous improvement. Encourages adoption of AI tools to enhance efficiency and decision-making while reinforcing Empower's values of quality, service, and innovation within a highly regulated and rapidly evolving pharmacy operations environment.

Compliance And Quality

• Regulatory Adherence : Ensures all team activities comply with pharmacy regulations, internal policies, and 503A/503B requirements. Utilizes AI-assisted compliance monitoring tools to detect deviations, reinforce adherence, and maintain audit readiness in a complex, highly regulated operating environment.

• Quality Assurance : Maintains high standards for documentation accuracy, call handling, and patient interactions. Leverages AI-driven quality audits and feedback loops to identify improvement opportunities, reduce errors, and enhance consistency in service delivery across all patient touchpoints.

• Risk Mitigation : Proactively identifies operational and compliance risks, implementing corrective actions to minimize exposure. Uses predictive AI insights to anticipate potential issues, strengthen controls, and ensure safe, reliable, and compliant patient service operations at scale.

Cross-Functional Collaboration

• Stakeholder Alignment : Partners with pharmacy, billing, dispensing, and technology teams to resolve service challenges and improve workflows. Uses AI-enabled collaboration insights to streamline communication, align priorities, and drive coordinated execution across functions.

• Process Improvement : Identifies inefficiencies and leads initiatives to optimize service processes. Applies AI tools to map workflows, test improvements, and scale best practices, enhancing speed, accuracy, and overall patient experience in a growing operational environment.

• Technology Adoption : Supports implementation and adoption of new systems and AI capabilities within patient services. Ensures team readiness, drives utilization , and continuously refines processes to maximize the impact of technology on service quality, efficiency, and decision-making.

Knowledge and Skills

• Strong understanding of call center operations, workflow optimization, and KPI management, with the ability to leverage AI tools for performance insights, forecasting, and continuous improvement in high-volume environments.

• Proficiency in pharmacy systems, CRM platforms, and documentation tools, with demonstrated ability to integrate AI-enabled solutions to enhance accuracy, compliance, and service efficiency.

• Advanced leadership, coaching, and team development capabilities, using data-driven and AI-supported approaches to drive accountability, engagement, and high-performance outcomes.

• Solid knowledge of regulatory requirements and quality standards, with the ability to apply AI-assisted monitoring and risk detection to maintain compliance and audit readiness.

Key Competencies

• Customer Focus: Builds trust through customer-centric solutions

• Strategic AI: Guides responsible AI adoption and adaptation

• Optimizes Work Processes: Drives efficiency with continuous improvement

• Collaborates: Partners effectively to achieve shared goals

• Resourcefulness: Secures and deploys resources efficiently

• Manages Complexity: Simplifies and solves complex challenges

• Ensures Accountability: Delivers on commitments with integrity

• Situational Adaptability: Adjusts approach to shifting conditions

• Communicates Effectively: Tailors messages to diverse audiences

Values

• People: Empowering people defines who we are

• Quality: Excellence in every product, every time

• Service: Serving others is our highest purpose

• Innovation: Advancing care through technology and discovery

Experience and Qualifications

• Minimum of 3 years of experience in pharmacy, patient services, or healthcare operations, including at least 1 year in a leadership or supervisory role.

• High school diploma or equivalent required; associate degree in healthcare related field preferred.

• Strong leadership, problem-solving, and communication skills with a proven ability to manage teams in a high-volume, regulated service environment.

• Proficiency in pharmacy systems, call center software, and Microsoft Office tools with excellent organizational and time-management abilities.
• Certified Pharmacy Technician required (Pharmacy Technician Certification Board or National Healthcareer Association); registered with the Texas State Board of Pharmacy and in compliance with technician licensing requirements in the state of residence.

Benefits

Employee Benefits, Health and Wellness:

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks , IV therapy, and compounded medications.

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Physical Requirements

While performing the responsibilities of the job, the employee is required to talk and hear . The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices . Employees are regularly required to move about the office and around the corporate campus . The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.