Position Summary:
The Supervisor, Incident Response leads a high-performing team to resolve incidents effectively, meet key performance indicators (KPIs), and ensure compliance. This role supports Empower’s mission to provide innovative, affordable medications that improve lives.
Duties and Responsibilities:
- Supervises the Incident Response team, overseeing KPIs, balancing workloads, and ensuring equitable assignments.
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Conducts performance evaluations, provides feedback, and implements plans to enhance team performance and service quality.
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Analyzes metrics to improve efficiency, reduce complaints, and ensure compliance with company policies and regulations.
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Leads technician training, ensures quality control in programs, and coordinates with internal departments like the call center and clinical pharmacists.
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Manages schedules, monitors attendance, maintains documentation, and addresses escalated issues while ensuring regulatory compliance.
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:
- Demonstrates exceptional attention to detail, problem-solving, and interpersonal skills, with the ability to communicate effectively, prioritize tasks, and provide excellent customer service under pressure.
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Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook, with strong organizational abilities and effective phone etiquette.
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 customer service experience, preferably in a pharmaceutical field required; supervisory experience preferred.
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High school diploma or GED required; Associate or bachelor’s degree preferred.
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Registered with Texas Board of Pharmacy as a Pharmacy Technician required.
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/