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

Empower invites you to join our dynamic team as a Supervisor, Clinical Operations, where you will play a crucial role in enhancing our patient care and operational efficiency. In this leadership position, you will oversee the daily activities of our clinic operations team, ensuring that both clinic support and clinic services pharmacy technicians perform optimally and effectively. Your mission will be to drive excellence across all facets of clinic operations, making strategic decisions that improve service quality and reduce customer complaints.

Collaboration and leadership are key in this role. You will work closely with the Manager, Clinical Operations, to guarantee the delivery of high-quality services. Your expertise will be vital in developing and implementing strategies that not only meet but exceed our service standards. This includes a hands-on approach to managing challenging situations and complaints, transforming potential obstacles into opportunities for growth and positive patient outcomes.

As a supervisor, your responsibilities extend beyond management to mentorship. You will provide continuous support and guidance to your team. Through setting clear expectations, offering constructive feedback, and monitoring performance, you will foster an environment of high productivity and positive morale.

This role is designed for a leader who is committed to upholding the highest standards of customer service and regulatory compliance. Joining Empower as a Supervisor, Clinical Operations means leading a team dedicated to making a significant impact in the healthcare industry. This is more than just a job; it's a chance to excel and expand your professional horizons. Here, your work directly contributes to our overarching goal: to provide outstanding healthcare experiences that help individuals lead happier, healthier lives.

Duties and Responsibilities

• Oversees the daily operations of the clinic operations team and ensuring the efficient and effective performance of clinic support and clinic service technicians.
• Supervises and mentors the clinic support and clinic services pharmacy technicians.
• Develops and implements strategies to improve the quality of service and reduce customer complaints.
• Collaborates with the Clinical Operations Manager to ensure the delivery of high-quality services and products.
• Handles and de-escalates difficult situations and complaints professionally and promptly.
• Ensures compliance with company policies and procedures and monitors adherence to standard operating procedures.
• Assists with communicating job expectations with the clinic operations team by providing positive, constructive feedback and reviewing their work.
• Monitors team workload and ensure assignments are evenly distributed.
• Manages technician schedules to provide excellent order processing performance.
• Monitors attendance and submits timecard adjustments and approvals promptly.
• Completes and communicates annual performance evaluations and provides coaching and feedback to direct reports, recognizing achievements and addressing areas for improvement as needed.
• Monitors clinic operations quality and key performance indicators (KPIs) and recommends and/or implements training programs and resources to equip direct reports with the knowledge and skills needed to be successful.
• Maintains accurate records and prepares reports as required.
• Communicates internally with call center, data entry, clinical pharmacists, dispensing, sales, and any other department as necessary to promptly process prescriptions and office orders.
• Stays up to date on regulatory and state requirements.
• Uphold's company expectations and standards across all customer service disciplines.
• Promotes accountability, and improvement, and fosters partnerships with multiple departments to achieve team goals.
• 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.

This is a full-time position in a fast-paced call center environment. It requires the ability to sit for extended periods and work on a computer for long hours. Occasional travel to the onsite pharmacy may be required. 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 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,

Knowledge and Skills

• Knowledge of pharmacy operations, regulations, and procedures.
• Proven effective leadership skills including experience completing and conducting performance management, coaching, and employee development.
• Excellent history of reliable attendance and punctuality.
• Excellent customer service skills.
• Proficient in Microsoft Office and pharmacy software(s).
• Excellent organizational and time management skills and ability to work in a fast-paced environment.
• Ability to interact effectively with diverse client groups, physicians, and other departments.

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 other accountable to meet commitment.
• 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

• High school diploma or equivalent required, degree in a science-related field preferred.
• 3-5 years of pharmacy experience and customer service required.
• At least 1 year of recent supervisory or leadership experience in a call center environment or pharmacy operations required.
• Certified and registration with the Texas State Board of Pharmacy as a Pharmacy Technician 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.