Position Summary:
The Incidents Coordinator ensures timely resolution of incident inquiries while delivering exceptional service to patients, providers, and clinics. This role supports Empower's mission by identifying trends, collaborating across teams, and upholding quality and trust.
Duties and Responsibilities:
- Researches and provides information for incident inquiries, reviewing all details to determine appropriate courses of action and ensuring timely resolution through phone and email communication with patients, providers, and clinics.
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Identifies incident trends and escalates insights to the Incident Response Manager or Pharmacist-in-Charge for further action and continuous improvement.
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Delivers exceptional customer service by navigating systems, adhering to procedures, resolving incidents accurately and efficiently, and documenting outcomes.
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Prepares and provides reports, activity logs, and updates for management review while participating in department meetings and collaborative efforts.
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Assists with additional tasks as needed, demonstrating a strong commitment to serving internal and external clients with professionalism and care.
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:
- Ability to pick up quickly to define client issues, collect data, establish facts, and draw valid conclusions.
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Competence in Microsoft Office suite to include Word, Excel, PowerPoint.
Key Competencies
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Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
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Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
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Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
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Resourcefulness: Secures and deploys resources effectively and efficiently.
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Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
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Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
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Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
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Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Values
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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.
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Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
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Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
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Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.
Experience and Qualifications:
- Minimum of 2 years of experience in call center, customer service or related field with pharmacy experience or healthcare related experience preferred.
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High school diploma required; GED with College education preferred.
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Registered with the Texas Board of Pharmacy as a Pharmacy Technician.
Benefits:
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/
