Manager, Patient Onboarding

Location: Hybrid - Houston, Texas, United States

Posted: March 26, 2025

Job Type: Full Time

Req# 3269

Customer Service

Company Overview

Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation. We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.

What sets us apart is our relentless focus on four core values: People, Quality, Service and Innovation. Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare. Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.

You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you. Here, you’ll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference. We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.

Let’s revolutionize healthcare, together. Join us and be a part of something extraordinary.

Position Summary

The Manager of Patient Onboarding ensures a seamless patient experience from enrollment through successful onboarding, driving continuous improvements and operational excellence. This role leads a high-performing team while collaborating across departments to enhance processes, ensure compliance, and support Empower’s mission to provide innovative, affordable medications that improve lives. The Manager will make a significant impact on patient success and organizational growth.

Duties And Responsibilities

• Leads the daily management and optimization of Patient Services, ensuring a smooth end-to-end onboarding process that includes seamless patient enrollment, script review, and prescriber verification to deliver an exceptional patient experience.
• Monitors and evaluates the effectiveness of Patient Onboarding, leveraging data-driven insights to implement continuous improvements while taking full accountability for execution, driving performance, and delivering measurable outcomes.
• Manages patient script and onboarding reports, Standard Operating Procedures, and Key Performance Indicators to ensure transparency, track trends, assess team performance, and inform strategic decision-making for Patient Services.
• Oversees training execution, communication, and preparation for any changes affecting onboarding protocols, prescription processing, and real-time issue resolution to ensure a successful patient experience.
• Collaborates cross-functionally with Customer Service teams, Operations, Sales, Legal and Compliance, Marketing, Information Technology, and other critical functions to ensure alignment and effective execution of key initiatives.
  
  

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

• Proven leadership and problem-solving abilities with a data-driven decision-making approach; exceptional communication skills across all management levels, fostering high-performing teams, and a customer-first mindset in dynamic, fast-paced, team-oriented environments.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), with expertise in leveraging tools for analysis, reporting, and process optimization.
  
  

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.
  
  

Experience and Qualifications

• Minimum of 8 years of experience managing patient onboarding, pharmacy technician data entry, clarifications, or pharmacy/healthcare operations, or in similar roles.
• High school diploma or equivalent required; Bachelor’s degree in healthcare administration, pharmacy, business, or a related field preferred.
• Texas Board Pharmacy Technician License required.
• 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.
  
  

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/