Pharmacy Technician, Patient Services

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. As the most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility serving the functional medicine markets, we are 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 lies in four core values—People, Quality, Service, and Innovation. Guided by these principles, we deliver a uniquely integrated approach to healthcare through vertical supply chain integration, advanced technology, and a relentless pursuit of excellence. From manufacturing to distribution to quality control, our teams work collaboratively to push boundaries, improve patient outcomes, and redefine medication accessibility.

At Empower, joining our team means more than starting a new job, it means becoming part of a mission to transform healthcare. We empower our employees to innovate, grow, and make a meaningful impact every day. Here, your ideas are valued, your growth is supported, and your contributions are celebrated.

If you thrive in a fast-paced, transformative environment where innovation meets purpose, Empower Pharmacy is the place for you. Let’s revolutionize healthcare together.

Position Summary

The Pharmacy Technician, Patient Services provides accurate, compliant, and high-touch patient support within a fast-scaling pharmacy operation.

This role owns prescription intake, documentation accuracy, patient and provider communication, and cross-functional coordination. The Technician supports timely therapy access while protecting quality and regulatory standards in a high-volume environment.

Responsibilities

Patient Intake Excellence

• Prescription Accuracy: Enter prescriptions, demographics, provider details, and medication information with precision, identifying and resolving incomplete or conflicting information.
• Documentation Discipline: Maintain complete, audit-ready records across systems, ensuring patient interactions, verification steps, and exceptions align with regulatory requirements and internal standards.
• Issue Resolution: Identify incomplete information early, resolve discrepancies, clarify requirements with patients and providers, and escalate appropriately.

Patient Service Execution

• Patient Communication: Deliver clear, empathetic communication that explains processes, timelines, and next steps.
• Expectation Management: Set realistic expectations regarding documentation, fulfillment, benefits, and follow-up needs.
• Service Ownership: Manage patient and provider inquiries through resolution, including escalations and de-escalation when needed.

Operational Performance

• Queue Management: Prioritize daily workload across multiple queues while maintaining accuracy and service-level expectations.
• Process Improvement: Recognize workflow friction, reduce delays and rework, and contribute practical improvement ideas.
• Metric Discipline: Perform against productivity, quality, and responsiveness goals while supporting turnaround times, order accuracy, and workflow efficiency.

Knowledge and Skills

• Strong command of prescription intake, patient communication, documentation control, and regulated workflow execution.
• Ability to navigate pharmacy systems, CRM platforms, digital communication tools, and workflow queues while maintaining organized records.
• Skilled in identifying discrepancies, resolving issues proactively, escalating risks appropriately, and balancing empathy with precision.
• Willingness to adopt approved AI tools to streamline communication, strengthen documentation quality, and improve productivity responsibly.

Experience and Qualifications

• Active Pharmacy Technician registration, licensure, or certification as required by applicable state regulations.
• High school diploma or equivalent required; associate degree or healthcare-related training preferred.
• 2+ years of experience in pharmacy operations, patient services, healthcare support, call center operations, or another high-volume regulated environment preferred.
• Experience handling patient or customer interactions with professionalism, clarity, empathy, and strong follow-through.
• Ability to learn SOPs, systems, and process requirements quickly in a fast-changing environment.
• Experience working with documentation standards, quality expectations, and escalations in structured operational workflows.
• Comfort using multiple systems simultaneously while maintaining accuracy and managing competing priorities.
• Willingness and ability to adopt approved AI-enabled workflows that improve efficiency, consistency, and service performance.

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.