Pharmacy Technician, Incidents Coordinator (3rd shift)

Job Description

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. As the nation’s most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility, we’re redefining what’s possible in personalized medicine and pharmaceutical manufacturing. We’re 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 is built on four core values: People, Quality, Service, and Innovation. Guided by these principles, we’ve created a uniquely integrated healthcare platform powered by advanced technology, operational excellence, and a relentless commitment to patient care. From manufacturing and quality control to distribution and customer experience, our teams work together to raise industry standards, expand access to critical medications, and improve outcomes for patients and providers across the country.

At Empower, joining our team means more than starting a new role. It means becoming part of a mission-driven organization that’s transforming healthcare at scale. We invest deeply in our people, encourage bold thinking, and create opportunities for growth, leadership, and innovation at every level. Your ideas matter here, your development is supported, and the work you do has a direct impact on the lives of millions.

If you thrive in a fast-moving, purpose-driven environment where innovation, collaboration, and ambition come together, Empower Pharmacy is the place for you. Let’s transform healthcare together.

POSITION SUMMARY

The Incidents Coordinator drives rapid, compliant resolution of operational and quality incidents across Empower’s 503A/503B pharmacy environment. This role owns intake, triage, documentation, and cross-functional coordination, ensuring regulatory adherence and business continuity. Leveraging AI to accelerate detection, classification, and root cause insights, the coordinator improves speed, accuracy, and decision-making at scale. Operating in a hyper-growth setting, this individual manages high-volume, high-stakes workflows with precision. P80-P90 talent is expected to demonstrate strong judgment, execution rigor, and learning agility while continuously strengthening systems, reducing recurrence risk, and elevating incident management standards.

RESPONSIBILITIES

Incident Management

- Incident Intake: Capture, log, and validate incoming incidents using standardized systems, ensuring accuracy, completeness, and timely escalation within regulated pharmacy operations environments.

- Triage Coordination: Assess incident severity using AI-assisted classification tools, prioritize response actions, and route issues to appropriate stakeholders for rapid, compliant resolution.

- Resolution Tracking: Monitor incident progress, maintain real-time updates, and ensure closure timelines are met while documenting outcomes aligned with regulatory and internal quality standards.

Compliance Oversight

- Regulatory Alignment: Ensure all incident handling adheres to 503A and 503B regulatory requirements, maintaining audit-ready documentation and supporting inspections through accurate, complete reporting practices.

- Documentation Accuracy: Maintain precise, structured records using validated systems, ensuring data integrity, traceability, and alignment with internal quality management and compliance expectations.

- Audit Support: Partner with quality and compliance teams to prepare incident documentation, respond to audit requests, and ensure transparency across all reported and resolved incidents.

Incident Insights & Coordination

- Trend Analysis: Analyze incident data to identify patterns, risks, and root causes, translating findings into actionable improvements.

- Stakeholder Alignment: Coordinate cross-functional response efforts, ensuring consistent execution and timely escalation of critical issues.

- Continuous Improvement: Report on performance metrics and implement scalable, data-informed enhancements to incident management processes.

KNOWLEDGE AND SKILLS

- Strong understanding of incident management processes, quality systems, and compliance frameworks, with ability to operate effectively in regulated, high-growth environments requiring precision and accountability.

- Proficiency with AI-enabled tools for data analysis, incident classification, and reporting, improving speed, accuracy, and decision-making across high-volume operational workflows.

- Excellent organizational and communication skills, enabling clear documentation, stakeholder alignment, and effective coordination across cross-functional teams managing complex incident scenarios.

- Analytical mindset with ability to identify trends, support root cause investigations, and translate insights into actionable improvements that strengthen systems and reduce recurrence risks.

EXPERIENCE AND QUALIFICATIONS

- Pharmacy Technician License

- Bachelor’s degree or equivalent experience in operations, quality, healthcare, or related field, with demonstrated ability to manage structured workflows in regulated or high-compliance environments.

- 2+ years experience in incident management, quality coordination, or operational support roles, with exposure to documentation standards, audits, and cross-functional collaboration.

- Experience using digital systems, data tools, or AI-enabled platforms to manage workflows, analyze trends, and improve operational efficiency and reporting accuracy.

- Proven ability to operate in fast-paced, high-growth environments, demonstrating strong execution, attention to detail, and adaptability while maintaining compliance and quality standards.

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.