What are the responsibilities and job description for the Manager, Incidents position at Empower Pharmacy?
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
Additional Voluntary Benefits
This role is critical to ensuring the seamless operation of our pharmacy services and delivering exceptional customer experiences. As Manager, Incidents, you will lead efforts to proactively resolve incidents, analyze trends, and implement data-driven improvements to enhance operational efficiency and reduce risks. By collaborating across teams, you will help empower our mission of providing innovative medications that improve health outcomes and expand access to affordable, quality care for all.
Duties and Responsibilities:
- Leads the daily operations and continuous improvement of Customer Excellence by proactively identifying, documenting, and resolving pharmacy-related incidents, including medication errors, inventory discrepancies, and customer escalations.
- Analyzes incident trends and effectiveness, implementing data-driven strategies to reduce 503A and 503B escalations, mitigate risk, and drive operational efficiency.
- Manages incident-related dashboards, reports, Standard Operating Procedures, and key performance indicators to ensure transparency, identify emerging trends, assess team performance, and support data-driven decision-making.
- Oversees guidance, communication, and readiness for changes that impact Customer Service Billing protocols, while identifying opportunities for process improvements to enhance billing efficiency and accuracy and executing strategies to achieve these objectives.
- Collaborates cross-functionally with Pharmacy, Customer Service, Operations, Finance, Sales, Legal & Compliance, Marketing, Information Technology, and other key departments to ensure alignment and adherence to company policies and regulatory 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. 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 to customers, 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 8 years of experience directly managing pharmacy escalations, patient incidents, customer service, pharmacy or healthcare operations or similar roles; with at least 2 years in a leadership role managing teams.
- High school diploma or equivalent required; Bachelor’s degree in healthcare administration, pharmacy, business, or a related field 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.
- No-Cost Medication: Get your prescribed compounded medications at no cost, ensuring your health without the financial burden.
- Onsite Health & Wellness – IV Therapy Drips: Rejuvenate with complimentary onsite IV Therapy drips, enhancing your well-being and energy levels.
- Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.
- Telehealth visits: Access board-certified Doctors anytime, anywhere for you and your family.
- Paid & Volunteer Time Off: Enjoy paid time off for personal pursuits and contribute to causes you care about with volunteer time off.
- Paid Holidays (8 scheduled; 2 floating): Celebrate with eight scheduled holidays and two floating holidays, giving you flexibility and time for personal traditions.
- Life & AD&D Coverage: Secure your and your family's financial future with life and accidental death and dismemberment (AD&D) insurance.
- FSA (Flexible Spending Account): Manage healthcare expenses smartly with pre-tax dollars in a Flexible Spending Account (FSA).
- 401K Dollar-for-Dollar Up to 4%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.
- Company Paid Long-Term Disability: Provided at no cost, which replaces 60% of your income if you become disabled for a long period of time.
- Flexible Schedules: Balance work and life seamlessly with our flexible scheduling options.
- Rewards & Recognition Program: Your hard work doesn't go unnoticed – enjoy rewards and recognition beyond your paycheck.
Additional Voluntary Benefits
- Accident Insurance: Pays a lump sum benefit to help cover expenses following an accidental injury.
- Hospital Indemnity Insurance: Enhance your peace of mind with supplemental hospital insurance for unexpected stays.
- Critical Illness: Protect your finances from the expenses of a serious health issue.
- Short-Term Disability: Protect your income during illness or injury with short-term disability coverage.
- Supplemental Life & AD&D: Add an extra layer of financial protection for you and your loved ones with supplemental life and AD&D coverage.
- Legal Services: Access professional legal assistance to address concerns confidently.
- Identity Theft Protection: Safeguard your identity and finances with our identity theft protection benefit.
- Pet Insurance: Care for your furry family members with our pet insurance coverage.
- Employee Assistance Program: Confidential counseling and support services for a holistic approach to your well-being.
