Company Overview

Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation. We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.

What sets us apart is our relentless focus on three core values: People, Quality and Service. Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare. Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.

You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you. Here, you'll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference. We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.

Let's revolutionize healthcare, together. Join us and be a part of something extraordinary.

Position Summary

Clinic Services Technician are the front-line support for clinic customers. Clinic services manage inbound and outbound calls to serve customer needs, answer product and order related questions, provide product information, resolving issues, fulfilling clinic requests, and placing office use orders.

Duties and Responsibilities

• Provides quality customer service while using effective communication and maintains a positive, empathetic, and professional attitude toward customers at all times.
• Answers incoming calls to the pharmacy. Ability to answer 50-80 calls per 8-hour shift.
• Makes outbound calls to resolve clinic inquiries via case queues and office use order clarifications.
• Responds promptly to cases, within 24 hours, to answer customer inquiries and clarifications.
• Reads and understands prescription orders.
• Communicates with customers through various channels including but not limited to phone calls, email, fax, internal messaging.
• Communicates internally with call center, data entry, clinical pharmacists, dispensing, sales, and any other department as necessary for prompt processing of prescriptions and office orders.
• Acknowledges and participates in the resolution of customer complaints, escalating as needed.
• Keeps accurate records of customer interactions, transactions, comments, and complaints.
• Assists in shipment tracking of prescription and office use orders.
• Participates in billing functions such as charges, refunds, and invoices for orders.
• Identifies possible up selling opportunities for hand-off to the sales team.
• Identifies re-occurring customer issues for escalation to Account Management or Inside Sales team.
• Follows defined follow up cadence and adheres to daily/weekly key performance indicators (KPI).
• Follows and keeps up to date on regulatory and state requirements.
• Upholds company expectations and standards across all customer service disciplines.
• Maintains confidentiality and ensures HIPAA compliance by protecting the privacy and security of protected health information (PHI).
• Serves as back-up to other areas within the clinic operations department.
• Performs other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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. The employee is regularly required to move about the office and around the corporate campus. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Knowledge and Skills

• Must be able to maintain above average attendance and punctuality.
• Ability to interact effectively with diverse client groups, physicians, and other departments via phone and email with excellent communication and customer service.
• Knowledge of pharmacy law, medical terminology, medication and dosage measurements, and proficient mathematic skills including conversions.
• Willingness to work collaboratively, demonstrate effective teamwork, promote a positive team environment.
• Ability to work independently to manage work tasks effectively.
• Must be detail oriented and possess a high level of accuracy.
• Excellent verbal and written communication skills.
• Work in a fast pace and changing environment while adapting to changing responsibilities and coordinating multiple job tasks.
• Ability to prioritize work and meet deadlines.
• Must be self-starter and results driven.
• Must possess problem solving and analytical skills.
• Sensitivity to confidential documents and information.
• Possesses integrity and honesty- department responsible for management of sales rep reporting in which protocol must be diligently followed.
• Proficiency in Microsoft Office (Word, Excel, Outlook, etc). Have aptitude in using computers and multiple software to process prescriptions electronically while ensuring all information is accurate and complete.
• Excellent organizational and time management skills and able to work in a fast-paced environment.

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Experience and Qualifications

• Registration with the Texas State Board of Pharmacy as a Pharmacy Technician is required.
• High school diploma or GED. College education preferred but not required; preferred in a science related field.
• Medical or pharmacy background preferred but not required.
• Two years of pharmacy experience and customer service preferred.

Employee Benefits, Health, and Wellness

• No-Cost Medication: Get your prescribed compounded medications at no cost, ensuring your health without the financial burden.
• Onsite Health & Wellness - IV Therapy Drips: Rejuvenate with complimentary onsite IV Therapy drips, enhancing your well-being and energy levels.
• Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.
• Telehealth visits: Access board-certified Doctors anytime, anywhere for you and your family.
• Paid & Volunteer Time Off: Enjoy paid time off for personal pursuits and contribute to causes you care about with volunteer time off.
• Paid Holidays (8 scheduled; 2 floating): Celebrate with eight scheduled holidays and two floating holidays, giving you flexibility and time for personal traditions.
• Life & AD&D Coverage: Secure your and your family's financial future with life and accidental death and dismemberment (AD&D) insurance.
• FSA (Flexible Spending Account): Manage healthcare expenses smartly with pre-tax dollars in a Flexible Spending Account (FSA).
• 401K Dollar-for-Dollar Up to 4%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.
• Company Paid Long-Term Disability: Provided at no cost, which replaces 60% of your income if you become disabled for a long period of time.
• Flexible Schedules: Balance work and life seamlessly with our flexible scheduling options.
• Rewards & Recognition Program: Your hard work doesn't go unnoticed - enjoy rewards and recognition beyond your paycheck.

Additional Voluntary Benefits

• Accident Insurance: Pays a lump sum benefit to help cover expenses following an accidental injury.
• Hospital Indemnity Insurance: Enhance your peace of mind with supplemental hospital insurance for unexpected stays.
• Critical Illness: Protect your finances from the expenses of a serious health issue.
• Short-Term Disability: Protect your income during illness or injury with short-term disability coverage.
• Supplemental Life & AD&D: Add an extra layer of financial protection for you and your loved ones with supplemental life and AD&D coverage.
• Legal Services: Access professional legal assistance to address concerns confidently.
• Identity Theft Protection: Safeguard your identity and finances with our identity theft protection benefit.
• Pet Insurance: Care for your furry family members with our pet insurance coverage.
• Employee Assistance Program: Confidential counseling and support services for a holistic approach to your well-being.