Lead, Clinic Services 503A - Houston, TX

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

The Clinic Services Lead role at Empower is at the frontline of our commitment to people, quality, service, and innovation. As a Clinic Services Lead, you will play a critical role in ensuring our services meet the highest standards and our customers receive the care and attention they deserve. As the primary liaison between our customers and the pharmacy, the Clinic Services Lead provides exemplary customer service, utilizing effective communication to ensure a positive, empathetic, and professional experience. This position is essential for addressing clinic inquiries and resolving issues promptly. Your contributions will be pivotal to Empower's success.

Your expertise in prescription orders will be crucial, as you ensure compliance with all regulations and state requirements. The Clinic Services Lead also coordinates with various departments within Empower to facilitate the timely processing of prescriptions and office orders, contributing to the efficiency and effectiveness of our operations. You will play a key role in maintaining accurate records of customer interactions, transactions, and complaints, ensuring our high standards of service are consistently met.

You will also oversee the performance and schedules of our technicians, providing ongoing coaching, training, and support to enhance individual and team performance. Addressing and resolving team and customer matters, identifying recurring issues for escalation, and participating in billing functions are all part of your diverse responsibilities. Your ability to mentor and train team members will foster a collaborative and high-performing work environment.

At Empower, our mission is to produce innovative medications that help people live healthier, happier lives, while expanding access to quality, affordable medication. If you are ready to make a significant impact and be part of a team dedicated to improving the health and wellness of the customers we serve, we encourage you to apply for the Clinic Services Lead position. Become a key player in our mission.

Duties and Responsibilities

• Provides quality customer service while using effective communication and provides a positive, empathetic, and professional customer experience at all times.
• Supports Clinic Services technicians in meeting department and customer expectations by ensuring compliance with policies and procedures.
• Answers incoming calls to the pharmacy and 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.
• Demonstrates a deep understanding of prescription orders, ensuring accuracy and compliance with regulations and state requirements.
• Communicates with customers through various channels, including phone calls, email, fax, and internal messaging.
• Communicates internally with various departments for prompt processing of prescriptions and office orders.
• Assists in shipment tracking of prescription and office use orders.
• Participates in billing functions such as charges, refunds, and invoices for orders.
• Keeps accurate records of customer interactions, transactions, comments, and complaints.
• Manages technician schedules to provide excellent order processing performance.
• Addresses and resolves team and customer conflicts, complaints, and escalations.
• Identifies recurring issues and escalates them to the sales team, clinic pharmacist team, or medical affairs team for education.
• Monitors and evaluates technician performance.
• Assists Clinical Operations Supervisor and Manager by delivering ongoing coaching and training to improve individual and team performance.
• Assists Clinical Operations Supervisor and Manager in record keeping of team efficiency and reporting.
• Trains and mentors new and existing clinic operations team members.
• Identifies up-selling opportunities for referral to the 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.
• Uphold's company expectations and standards across all customer service disciplines.
• Maintains confidentiality and ensures Health Insurance Portability and Accountability Act compliance by protecting the privacy and security of protected health information.
• Serves as a backup 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 accommodation 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

• Strong knowledge of pharmacy law, medical terminology, medication and dosage measurements, and proficiency in mathematical skills.
• Exceptional attendance, punctuality, and reliability.
• Ability to interact effectively with diverse client groups, physicians, and other departments via phone and email with excellent communication and customer service.
• Must be detail-oriented, possess a high level of accuracy, and have excellent time management skills to manage tasks effectively and meet deadlines.
• Ability to work independently in a fast-paced and changing environment while adapting to changing responsibilities and coordinating multiple job tasks.
• Must be a self-starter and results driven.
• Must possess problem-solving and analytical skills.
• Sensitivity to confidential documents and information.
• 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.

Experience and Qualifications

• High school diploma or equivalent, degree in a science-related field preferred.
• Medical or pharmacy background preferred.
• A minimum of 2 years of pharmacy experience and customer service required.
• Registration with the Texas State Board of Pharmacy as a Certified Pharmacy Technician is required.

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.