Pharmacy Technician, Incidents Coordinator (3rd shift)

Empower Pharmacy; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) matching

Wellness programs

Job summary

Empower Pharmacy is seeking an Incidents Coordinator to drive rapid, compliant resolution of operational and quality incidents across its 503A/503B pharmacy environments. You will own intake, triage, documentation, and cross-functional coordination, leveraging AI to accelerate classification and insights in a high-growth setting.

The role emphasizes regulatory adherence, data integrity, and continuous improvement, supporting audit readiness and scalable incident management across the

Qualifications

• Bachelor’s degree or equivalent in operations, quality, healthcare, or related field.

Responsibilities

• Incident Intake: Capture, log, and validate incidents in regulated pharmacy operations systems.
• Triage Coordination: Assess severity with AI-assisted classification and route to stakeholders.
• Resolution Tracking: Monitor progress, update real-time records, and ensure timely closure.
• Regulatory Alignment: Adhere to 503A/503B requirements with audit-ready documentation.
• Documentation Accuracy: Maintain precise, structured records for data integrity.
• Audit Support: Collaborate with quality/compliance teams to respond to audits.
• Trend Analysis: Identify patterns and root causes to drive improvements.
• Stakeholder Alignment: Coordinate cross-functional response efforts.
• Continuous Improvement: Report metrics and scale process improvements.

Skills

Incident management

AI data analysis

Documentation & coordination

Analytical mindset

Education

Bachelor’s degree or equivalent

Tools

AI-enabled tools

Digital systems

Incident management systems

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, andvalidateincoming incidents using standardized systems, ensuring accuracy, completeness, andtimelyescalation within regulated pharmacy operations environments.
• Triage Coordination: Assess incident severity using AI-assisted classification tools, prioritize response actions, and route issues toappropriate stakeholdersfor rapid, compliant resolution.
• Resolution Tracking: Monitorincident progress,maintainreal-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,maintainingaudit-ready documentation and supporting inspections throughaccurate, complete reporting practices.
• Documentation Accuracy: Maintainprecise, 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 toidentifypatterns, risks, and root causes, translating findings into actionable improvements.
• Stakeholder Alignment: Coordinate cross-functional response efforts, ensuring consistent execution andtimelyescalation 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, withabilitytooperateeffectively in regulated, high-growth environments requiring precision and accountability.
• Proficiencywith 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 toidentifytrends, 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, withdemonstratedability to manage structured workflows in regulated or high-compliance environments.
• 2+years experiencein 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 tooperatein fast-paced, high-growth environments,demonstratingstrong execution, attention to detail, and adaptability whilemaintainingcompliance 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: 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.