Strategic Onboarding Specialist

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 Strategic Onboarding Specialist accelerates provider readiness and revenue realization by delivering a high-touch, disciplined onboarding experience for strategic clinics and new providers. This role owns onboarding progression from Sales handoff through ordering readiness, coordinating education, documentation, issue resolution, and cross-functional follow-through across customer and internal workflows. AI is used as a force multiplier to increase speed, scale, quality, and decision-making through smarter outreach, workflow visibility, knowledge access, and pattern identification. Operating within Empower’s hyper-growth, highly regulated 503A/503B environment, the Specialist balances exceptional service with precise execution, compliance awareness, and operational accountability. Success requires P80-P90 talent with strategic thinking, execution rigor, learning agility, sound judgment, and the ability to convert complexity into clear actions that build provider confidence, reduce friction, and strengthen long-term customer adoption and retention across strategic accounts.

RESPONSIBILITIES

Provider Readiness

- Onboarding Ownership: Own the end-to-end onboarding journey for assigned strategic clinics and providers, beginning with a disciplined Sales handoff and continuing through ordering readiness. Use AI-enabled workflow tools to prioritize actions, surface missing requirements, accelerate follow-up, and maintain clear accountability for milestones, risks, decisions, and customer next steps.

- Provider Education: Deliver tailored education on Empower products, services, prescription and ordering workflows, support resources, and applicable requirements so providers can act confidently and correctly. Use AI-assisted knowledge tools to prepare relevant guidance, improve response speed, reinforce consistent messaging, and adapt education to provider roles, questions, and readiness levels.

- Readiness Acceleration: Proactively identify documentation gaps, workflow barriers, unanswered questions, or operational dependencies that could delay first prescription or order submission. Apply AI-supported pattern recognition and prioritization to focus effort on highest-impact blockers, coordinate timely resolution, and move providers efficiently from onboarding activity to measurable ordering readiness.

Operational Excellence

- Workflow Precision: Maintain accurate onboarding records, provider status, required documentation, interaction history, and next actions within approved systems. Use AI-enabled summaries, task support, and quality checks where permitted to improve data completeness, reduce administrative burden, strengthen visibility, and ensure records support compliant execution and reliable cross-functional decision-making.

- Issue Resolution: Investigate onboarding issues with urgency, distinguish root causes from symptoms, and coordinate the right internal resources to resolve them. Use AI-supported knowledge retrieval and trend analysis to accelerate diagnosis, improve consistency, and convert recurring issues into actionable insights that reduce friction, rework, and avoidable provider delays.

- Process Improvement: Identify recurring onboarding friction, customer questions, handoff breakdowns, and workflow inefficiencies, then recommend practical improvements grounded in data and customer experience. Leverage AI to analyze themes, summarize feedback, and test process hypotheses, helping the team improve speed, scalability, quality, and consistency as Empower grows.

Strategic Partnership

- Cross-Functional Coordination: Partner closely with Sales, Intake, Pharmacy Operations, Customer Service, Compliance, and other teams to align ownership, clarify requirements, and close onboarding dependencies. Use AI-assisted summaries and workflow visibility to improve handoffs, reduce communication gaps, and keep stakeholders focused on timely, compliant outcomes for strategic providers and clinics.

- Customer Partnership: Build trusted relationships with providers and clinic personnel through responsive, knowledgeable, and proactive service that anticipates needs without creating unnecessary dependency. Use AI-supported preparation and communication tools to increase personalization, consistency, and response quality while exercising sound judgment, empathy, discretion, and accountability in every customer interaction.

- Strategic Insights: Translate onboarding activity into practical insights by recognizing patterns in readiness, provider questions, workflow barriers, and support needs. Use AI-enabled analysis to surface emerging themes, inform stakeholder decisions, and recommend targeted interventions that improve onboarding effectiveness, strengthen adoption, and support scalable growth across strategic accounts.

KNOWLEDGE AND SKILLS

- Strong customer onboarding and relationship-management capability, with the judgment to translate complex requirements into clear guidance, manage competing priorities, and maintain disciplined follow-through across multiple strategic provider relationships.

- Working knowledge of CRM platforms, Microsoft Office applications, workflow tools, and responsible AI-enabled productivity solutions used for research, summarization, prioritization, communication, quality checks, and operational insight.

- Strong analytical and problem-solving skills, including the ability to identify root causes, recognize patterns, assess risk, interpret process requirements, and make sound decisions in a fast-moving, regulated environment.

- Clear written and verbal communication skills, learning agility, and cross-functional collaboration capability, with the ability to adapt messaging, absorb technical information quickly, and influence outcomes without direct authority

EXPERIENCE AND QUALIFICATIONS

- Minimum 2 years of experience in customer onboarding, provider support, customer success, pharmacy, pharmaceutical, healthcare, account support, or a comparable customer-facing operational environment.

- High School Diploma or equivalent required; additional education or training in business, operations, pharmacy, customer experience, or a related discipline is preferred.

- Certified Pharmacy Technician (CPhT) required, with active registration or licensure as a pharmacy technician in good standing with the appropriate State Board of Pharmacy.

- Demonstrated success managing multiple customer workflows with strong follow-through, sound judgment, high service standards, and the ability to learn new systems, processes, and regulated requirements quickly.

- This position does not have supervisory responsibilities.

- Certified Pharmacy Technician (CPhT) required; must hold active registration or licensure as a pharmacy technician in good standing with the appropriate state board of pharmacy.

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.