[Hiring] Strategic Onboarding Specialist @Empower Pharmacy

Role Description

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
  • 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.
  • 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
  • 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.
• 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.
• Strategic Partnership
  • 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.
• Customer Partnership
  • Build trusted relationships with providers and clinic personnel through responsive, knowledgeable, and proactive service.
  • Use AI-supported preparation and communication tools to increase personalization, consistency, and response quality.
• 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.

Qualifications

• Strong customer onboarding and relationship-management capability.
• Working knowledge of CRM platforms, Microsoft Office applications, workflow tools, and responsible AI-enabled productivity solutions.
• Strong analytical and problem-solving skills.
• Clear written and verbal communication skills, learning agility, and cross-functional collaboration capability.

Requirements

• 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.
• Demonstrated success managing multiple customer workflows with strong follow-through.

Benefits

• 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.

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.

Physical Requirements

• Talk and hear.
• Remain in a stationary position for a significant amount of the workday.
• Use hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices.
• Move about the office and around the corporate campus.
• Stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.