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Pharmacy Technician I, Patient Services
Position Summary:
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 regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
Knowledge and Skills:
Key Competencies
Values
The Pharmacy Technician I, Patient Services serves as the voice of Empower, delivering timely, compassionate support to customers while upholding the highest standards of service and compliance. Through every interaction, this role ensures clarity, care, and trust—reinforcing our commitment to accessibility and operational excellence. By providing seamless, Health Insurance Portability and Accountability Act (HIPAA)-compliant assistance, the Call Center Representative I plays a vital role in advancing Empower’s mission to make innovative, affordable medication available to 300 million people living healthier, happier lives.
Duties and Responsibilities:
- Greets and assists customers with professionalism and empathy, managing a high volume of inbound calls while promptly de-escalating issues to ensure best-in-class service.
- Processes patient orders, handles refill requests, collects payments, and provides accurate information about compounding services and products in compliance with established procedures.
- Accurately documents all interactions in the system, maintains up-to-date patient records, and follows daily workflow schedules to support operational efficiency and compliance goals.
- Performs outbound calls to providers and patients, coordinates transfers to appropriate departments, and ensures timely, effective communication across all interactions.
- Maintains strict confidentiality and safeguards Protected Health Information in accordance with HIPAA, while actively engaging in training and development as part of the patient services team.
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 regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
- Demonstrates exceptional customer service, active listening, and communication skills with the ability to handle inquiries, de-escalate situations, and resolve issues positively and professionally.
- Possesses basic proficiency in computer systems, databases, and typing, enabling accurate data entry and efficient management of customer interactions.
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.
Values
- People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
- Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
- Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
- Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.
- Minimum of 2 years of pharmacy or healthcare-related experience is required.
- High school diploma or equivalent required; a college degree is preferred.
- TEXAS Certified Pharmacy Technician (CPhT) required; must hold active registration or licensure as a pharmacy technician in good standing with the appropriate state board of pharmacy.
- This position is remote in HOUSTON, TX
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/
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