Supervisor, Patient Services

Responsibilities

• Service Operations
• 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
• 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

Benefits

Additional Information

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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Empower Pharmacy? Share your experience