Director, Patient Services

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 four core values: People, Quality, Service and Innovation. 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.  

The Director of Patient Services leads a high-performing team to deliver exceptional patient experiences across onboarding, clarifications, and call center operations. By leveraging data-driven insights and fostering cross-functional collaboration, you will continuously improve patient services and support Empower’s mission to provide innovative, high-quality, and affordable medications. Join us in shaping the future of patient care and empowering healthier, happier lives.

• Leads a high-performing team, fostering a culture of collaboration, accountability, and excellence to ensure exceptional service delivery, streamlined workflows, and patient success across onboarding, clarifications, and call center operations.
• Continuously monitors and evaluates the effectiveness of Patient Services, implementing data-driven improvements to enhance outcomes while taking full accountability for execution and driving measurable performance results.
• Oversees program analytics and metrics through dashboards and reports, maintaining program transparency, identifying trends, and leveraging insights to support strategic decision-making and optimize Patient Services performance.
• Ensures comprehensive organizational training, effective communication, and compliance to ensure a deep understanding of Patient Services and Specialty Pharmacy offerings across all teams.
• Collaborates seamlessly and in compliance with cross-functional teams including Customer Service, Operations, Legal and Compliance, Marketing, and Sales, ensuring alignment and driving cohesive outcomes.

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.

• Strong leadership, problem-solving, and data-driven approach to decision making, with the ability to communicate effectively across all levels of management and build high-performing teams.
• Strong customer service mindset with ability to work successfully in a dynamic, fast paced, team- oriented environment and proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Outlook).”

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 10 years’ experience managing customer-facing support teams, patient services, pharmacy onboarding, prescription clarifications and/or medical call center required.
• Bachelor's degree or equivalent work experience in pharmacy, business, healthcare operations or similar fields required; Master’s degree preferred.
• Demonstrated experience leveraging AI in daily work to drive efficiency, solve problems, and enhance decision-making—adept at integrating AI-powered solutions into all workflows.

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/