Queue Manager Jobs in Houston, TX (NOW HIRING)

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 Pharmacy Technician, Patient Services drives accurate, compliant, and high-touch patient support within a fast-scaling pharmacy operation. This role owns prescription intake, documentation integrity, patient and provider communication, and cross-functional coordination. It accelerates therapy access while protecting quality and regulatory standards and serves as a key control point requiring real-time decision-making that impacts patient access, provider experience, and operational efficiency. Success requires sharp judgment, disciplined execution, and the ability to balance speed, accuracy, and compliance with precision in a high-volume environment. As Empower Pharmacy continues to scale, this technician improves workflows, elevates service consistency, and embraces approved AI tools as force multipliers that enhance productivity, reduce errors, strengthen decision-making, and improve both team and patient outcomes across the business.
Responsibilities:
Patient Intake Excellence

• Prescription Accuracy: Enter prescriptions, demographics, provider details, and medication information with precision, identifying and resolving incomplete or conflicting information to prevent delays, rework, compliance exposure, or downstream errors.
• Documentation Discipline: Maintain complete, audit-ready records across systems, ensuring every patient interaction, verification step, and exception aligns with regulatory requirements and internal standards.
• Issue Resolution: Identify incomplete information early, resolve discrepancies using sound judgment, clarify requirements with patients and providers, and escalate appropriately to preserve turnaround times and operational reliability.

Patient Service Execution

• Patient Communication: Deliver clear, empathetic communication that explains processes, timelines, and next steps while building trust, handling complex interactions, and reducing confusion across sensitive situations.
• Expectation Management: Set realistic expectations regarding documentation, fulfillment, benefits, and follow-up needs, confirming understanding and reinforcing accountability at every stage while supporting provider clarification needs.
• Service Ownership: Manage patient and provider inquiries through resolution, including escalations and de-escalation when needed, closing communication loops quickly and ensuring a consistently responsive, professional service experience.

Operational Performance

• Queue Management: Prioritize daily workload across multiple queues, balance competing priorities, and manage high-volume activities with constant task-switching while maintaining accuracy and service-level expectations.
• Process Improvement: Recognize recurring workflow friction, minimize delays and rework, surface practical solutions, and contribute ideas that increase speed, accuracy, and coordination across Patient Services.
• Metric Discipline: Perform against productivity, quality, and responsiveness goals while directly impacting turnaround times, order accuracy, and overall workflow efficiency through disciplined execution.

Knowledge and Skills:

• Strong command of prescription intake, patient communication, documentation control, and regulated workflow execution within fast-paced service environments requiring accuracy, urgency, and sound judgment.
• Ability to navigate pharmacy systems, CRM platforms, digital communication tools, and workflow queues while maintaining organized records and consistent follow-through.
• Skilled in identifying discrepancies, resolving issues proactively, escalating risks appropriately, and balancing empathy with precision during complex patient and provider interactions.
• Demonstrated willingness to adopt approved AI tools to streamline communication, summarize information, strengthen documentation quality, and improve day-to-day productivity responsibly.

Experience and Qualifications:

• High school diploma or equivalent required. Associate degree or healthcare-related training preferred.
• 2+ years of experience in pharmacy operations, patient services, healthcare support, call center operations, or another high-volume regulated environment requiring problem-solving and prioritization preferred.
• Demonstrated experience handling patient or customer interactions with professionalism, clarity, empathy, and strong follow-through.
• Proven ability to learn SOPs, systems, and process requirements quickly in a fast-changing environment.
• Experience working with documentation standards, quality expectations, and escalations in structured operational workflows.
• Comfort using multiple systems simultaneously and maintaining accuracy while managing competing priorities.
• Willingness and ability to adopt approved AI-enabled workflows that improve efficiency, consistency, and service performance.

Certificates, Licenses, and Registrations:

• Active Pharmacy Technician registration, licensure, or certification as required by applicable state regulations.

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.