Pharmacy Technician, Incidents Coordinator (1st shift)

Empower Pharmacy; Houston, Northern (TX, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Empower Pharmacy seeks an Incidents Coordinator to drive rapid, compliant resolution of operational and quality incidents across its 503A/503B environments. You will own intake, triage, documentation, and cross-functional coordination using AI tools to improve speed and accuracy, in a hyper-growth setting.

The role emphasizes strong judgment, execution, and learning agility, with responsibilities spanning trend analysis, stakeholder alignment, and scalable process improvements for incident

Qualifications

• 2+ years in incident management or quality coordination in regulated environments.
• Experience with documenting standards, audits, and cross-functional collaboration.
• Experience using digital systems or AI-enabled platforms to manage workflows.

Responsibilities

• Incidents intake, triage, and escalation in regulated pharmacy operations.
• Coordinate cross-functional response and ensure rapid, compliant resolution.
• Monitor progress and document outcomes meeting quality standards.

Skills

Incident management

Quality coordination

AI analytics

Documentation

Cross-functional coordination

Education

Bachelor’s degree

Tools

AI analytics tools

Job description

Location: Houston, TX

Posted: August 19, 2026

Req# 6291

Customer Success

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 Incidents Coordinator drives rapid, compliant resolution of operational and quality incidents across Empower’s 503A/503B pharmacy environment. This role owns intake, triage, documentation, and cross-functional coordination, ensuring regulatory adherence and business continuity. Leveraging AI to accelerate detection, classification, and root cause insights, the coordinator improves speed, accuracy, and decision-making at scale. Operating in a hyper-growth setting, this individual manages high-volume, high-stakes workflows with precision. P80-P90 talent is expected to demonstrate strong judgment, execution rigor, and learning agility while continuously strengthening systems, reducing recurrence risk, and elevating incident management standards.

Responsibilities:

• Incident Intake: Capture, log, and validate incoming incidents using standardized systems, ensuring accuracy, completeness, and timely escalation within regulated pharmacy operations environments.
• Triage Coordination: Assess incident severity using AI-assisted classification tools, prioritize response actions, and route issues to appropriate stakeholders for rapid, compliant resolution.
• Resolution Tracking: Monitor incident progress, maintain real-time updates, and ensure closure timelines are met while documenting outcomes aligned with regulatory and internal quality standards.

Compliance Oversight

• Regulatory Alignment: Ensure all incident handling adheres to 503A and 503B regulatory requirements, maintaining audit-ready documentation and supporting inspections through accurate, complete reporting practices.
• Documentation Accuracy: Maintain precise, structured records using validated systems, ensuring data integrity, traceability, and alignment with internal quality management and compliance expectations.
• Audit Support: Partner with quality and compliance teams to prepare incident documentation, respond to audit requests, and ensure transparency across all reported and resolved incidents.

Incident Insights & Coordination

• Trend Analysis: Analyze incident data to identify patterns, risks, and root causes, translating findings into actionable improvements.
• Stakeholder Alignment: Coordinate cross-functional response efforts, ensuring consistent execution and timely escalation of critical issues.
• Continuous Improvement: Report on performance metrics and implement scalable, data-informed enhancements to incident management processes.

Knowledge and Skills:

• Strong understanding of incident management processes, quality systems, and compliance frameworks, with ability to operate effectively in regulated, high-growth environments requiring precision and accountability.
• Proficiency with AI-enabled tools for data analysis, incident classification, and reporting, improving speed, accuracy, and decision-making across high-volume operational workflows.
• Excellent organizational and communication skills, enabling clear documentation, stakeholder alignment, and effective coordination across cross-functional teams managing complex incident scenarios.
• Analytical mindset with ability to identify trends, support root cause investigations, and translate insights into actionable improvements that strengthen systems and reduce recurrence risks.

Experience and Qualifications:

• Bachelor’s degree or equivalent experience in operations, quality, healthcare, or related field, with demonstrated ability to manage structured workflows in regulated or high-compliance environments.
• 2+ years experience in incident management, quality coordination, or operational support roles, with exposure to documentation standards, audits, and cross-functional collaboration.
• Experience using digital systems, data tools, or AI-enabled platforms to manage workflows, analyze trends, and improve operational efficiency and reporting accuracy.
• Proven ability to operate in fast-paced, high-growth environments, demonstrating strong execution, attention to detail, and adaptability while maintaining compliance and quality standards.
• 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: Deliver 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:

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.

Empower uses AI-assisted tools throughout the hiring process. This may include resume and application screening, interview transcription, AI-generated summaries and candidate assessments, interview evaluation, and candidate communications. Our AI tools are designed to complement, not replace, human decision-making. Empower hiring teams review all AI outputs.

Your decision does not affect your eligibility or selection for employment. If you do not provide consent, your application will be reviewed without the use of AI-assisted tools and you will be evaluated on the same criteria as all other candidates.

Illinois applicants: In accordance with the Illinois Artificial Intelligence Video Interview Act, Empower discloses that AI may be used to analyze video interview recordings, including evaluation of speech patterns, word choice, and responses to interview questions.

California applicants may exercise additional rights under the CCPA/CPRA as described in the Applicant Privacy Policy.

Texas applicants may exercise rights under the Texas Responsible AI Governance Act (TRAIGA) and the Texas Data Privacy & Security Act (TDPSA) as described in the Applicant Privacy Policy.

If I am a current Empower employee, I understand I should apply through the internal careers portal.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Empower Pharmacy’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.