Supervisor, Patient Services

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. As the nation’s most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility, we’re redefining what’s possible in personalized medicine and pharmaceutical manufacturing. We’re proud to be recognized as one of Houston’s fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025. Our strength is built on four core values: People, Quality, Service, and Innovation. Guided by these principles, we’ve created a uniquely integrated healthcare platform powered by advanced technology, operational excellence, and a relentless commitment to patient care. From manufacturing and quality control to distribution and customer experience, our teams work together to raise industry standards, expand access to critical medications, and improve outcomes for patients and providers across the country. At Empower, joining our team means more than starting a new role. It means becoming part of a mission-driven organization that’s transforming healthcare at scale. We invest deeply in our people, encourage bold thinking, and create opportunities for growth, leadership, and innovation at every level. Your ideas matter here, your development is supported, and the work you do has a direct impact on the lives of millions. If you thrive in a fast-moving, purpose-driven environment where innovation, collaboration, and ambition come together, Empower Pharmacy is the place for you. Let’s transform healthcare together. Position Summary: Leads frontline patient services operations, delivering 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 a force 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. Responsibilities: Service Operations Workflow Management: Oversee daily patient service workflows across communication channels, ensuring timely, accurate, and compliant resolution of inquiries and prescription requests. Use AI-enabled routing, prioritization, and automation tools to optimize throughput, reduce wait times, and improve service consistency. Performance Monitoring: Track and analyze KPIs, call metrics, and service quality indicators to drive continuous improvement. Leverage AI-driven analytics to identify trends, predict demand, and inform staffing and process adjustments. Issue Resolution: Manage escalated patient and provider concerns with urgency and precision, ensuring compliant and empathetic outcomes. Apply AI-supported insights to diagnose root causes, standardize resolutions, and prevent recurrence. Team Leadership Team Development: Lead, coach, and develop Patient Services Technicians to achieve high performance and professional growth. Use AI-enabled feedback tools and performance data to personalize coaching, reinforce accountability, and build capabilities aligned with evolving operational and regulatory demands. Talent Management: Establish clear expectations, monitor productivity, and ensure accountability across the team. Apply data-driven and AI-supported performance management practices to identify gaps, recognize top talent, and drive consistent execution. Culture Building: Foster a culture of service excellence, collaboration, and continuous improvement. Encourage adoption of AI tools to enhance efficiency and decision-making while reinforcing Empower’s values of quality, service, and innovation. Compliance and Quality Regulatory Adherence: Ensure all team activities comply with pharmacy regulations, internal policies, and 503A/503B requirements. Utilize AI-assisted compliance monitoring tools to detect deviations, reinforce adherence, and maintain audit readiness. Quality Assurance: Maintain high standards for documentation accuracy, call handling, and patient interactions. Leverage AI-driven quality audits and feedback loops to identify improvement opportunities, reduce errors, and enhance consistency. Risk Mitigation: Proactively identify operational and compliance risks, implementing corrective actions to minimize exposure. Use predictive AI insights to anticipate potential issues and strengthen controls. Cross-Functional Collaboration Stakeholder Alignment: Partner with pharmacy, billing, dispensing, and technology teams to resolve service challenges and improve workflows. Use AI-enabled collaboration insights to streamline communication, align priorities, and drive coordinated execution. Process Improvement: Identify inefficiencies and lead initiatives to optimize service processes. Apply AI tools to map workflows, test improvements, and scale best practices. Technology Adoption: Support implementation and adoption of new systems and AI capabilities within patient services. Ensure team readiness, drive utilization, and continuously refine processes to maximize the impact of technology. 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. 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. 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 a 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 through the Pharmacy Technician Certification Board or National Healthcareer Association; registration with the Texas State Board of Pharmacy and compliance with technician licensing requirements in the state of residence required. 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. 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. Learn more: https://careers.empowerpharmacy.com/benefits/ 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.