Quality Assurance Training Specialist

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 three core values: People, Quality and Service. 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 Quality Assurance Training Specialist oversees the performance and training of the Clinical Pharmacist team, focusing on staff development and Quality Assurance to deliver high-quality service.
Duties and Responsibilities

• Conducts call reviews and evaluates team performance metrics, reporting areas for improvement to supervisors and the Pharmacist-in-Charge
• Oversees the onboarding and training of new hires, including the creation and updating of training materials
• Coordinates training schedules to align with staffing needs and oversees quality control in training programs
• Ensures all clinical resources and training materials are up to date
• Reviews clinical pharmacists' metrics and KPIs, identifies areas for improvement, and communicates opportunities to supervisor and Pharmacist in Charge
• Proficiently handles escalated customer complaints and assists in internal Quality Assurance audits
• Complies with state and federal drug laws as regulated by the State Board of Pharmacy, the Drug Enforcement Administration, and the Food and Drug Administration
• Collaborates with the Quality Assurance department in reviewing Customer Satisfaction Tracking (CSTAT) metrics and HIPAA violation notifications
• Supports various departments like the call center, data entry, clinic operations, dispensing, and sales in processing prescriptions and office orders during periods of reduced training activity
• Maintains required licenses and certifications in good standing
• Performs other duties and special projects as assigned

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
This is a full-time position in a fast-paced call center environment. It requires the ability to sit for extended periods and work on a computer for long hours. Occasional travel to the on-site pharmacy may be required. 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 frequently required to stand, walk, reach with arms and hands and may occasionally be required to climb or balance, and stoop, kneel, crouch, or crawl. Vision abilities required by this job include close vision.
Knowledge and Skills

• Proficient in Microsoft Office and Pharmacy Software(s)
• Excellent organizational and time management skills
• Ability to excel in a dynamic and fast-paced environment
• Willingness to work collaboratively, demonstrate effective teamwork, and promote a positive team environment
• Excellent written and verbal communication, and customer service skills
• Ability to work under pressure, multitask, and manage time effectively to meet deadlines
• Strong interpersonal and conflict resolution skills and the ability to effectively engage with diverse client groups
• Demonstrates a friendly, positive, and team-oriented approach to executing all job responsibilities
• 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

Experience and Qualifications

• Doctor of Pharmacy (PharmD) degree required
• Licensed and in good standing with the Texas State Board of Pharmacy
• 3 years of experience in a clinical setting required
• Experience with performance management, coaching, and employee development

Employee Benefits, Health, and Wellness

• 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 3%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 3%
• 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