Strategic Onboarding Specialist

Summary

Empower Pharmacy is a healthcare company focused on making quality, affordable medication accessible through compounding pharmacy and pharmaceutical manufacturing. The Strategic Onboarding Specialist owns the end-to-end onboarding journey for strategic clinics and providers, coordinating education, documentation, issue resolution, and cross-functional follow-through. The role uses AI-enabled tools to accelerate provider readiness, improve workflows, and support customer adoption and retention.

Responsibilities

• 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
• Deliver tailored education on Empower products, services, prescription and ordering workflows, support resources, and applicable requirements so providers can act confidently and correctly. 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
• 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
• 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
• 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 that reduce friction, rework, and avoidable provider delays
• 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, helping the team improve speed, scalability, quality, and consistency as Empower grows
• 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 for strategic providers and clinics
• Build trusted relationships with providers and clinic personnel through responsive, knowledgeable, and proactive service that anticipates needs without creating unnecessary dependency. Use AI-supported preparation and communication tools to increase personalization, consistency, and response quality while exercising sound judgment, empathy, discretion, and accountability in every customer interaction
• 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 that improve onboarding effectiveness, strengthen adoption, and support scalable growth across strategic accounts

Skills

• Strong customer onboarding and relationship-management capability, with the judgment to translate complex requirements into clear guidance, manage competing priorities, and maintain disciplined follow-through across multiple strategic provider relationships
• Working knowledge of CRM platforms, Microsoft Office applications, workflow tools, and responsible AI-enabled productivity solutions used for research, summarization, prioritization, communication, quality checks, and operational insight
• Strong analytical and problem-solving skills, including the ability to identify root causes, recognize patterns, assess risk, interpret process requirements, and make sound decisions in a fast-moving, regulated environment
• Clear written and verbal communication skills, learning agility, and cross-functional collaboration capability, with the ability to adapt messaging, absorb technical information quickly, and influence outcomes without direct authority
• 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
• Certified Pharmacy Technician (CPhT) required, with active registration or licensure as a pharmacy technician in good standing with the appropriate State Board of Pharmacy
• Demonstrated success managing multiple customer workflows with strong follow-through, sound judgment, high service standards, and the ability to learn new systems, processes, and regulated requirements quickly
• Certified Pharmacy Technician (CPhT) required; must hold active registration or licensure as a pharmacy technician in good standing with the appropriate state board of pharmacy
• 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 portion 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
• Additional education or training in business, operations, pharmacy, customer experience, or a related discipline is preferred

Qualifications

Must Haves

• Strong customer onboarding and relationship-management capability, with the judgment to translate complex requirements into clear guidance, manage competing priorities, and maintain disciplined follow-through across multiple strategic provider relationships
• Working knowledge of CRM platforms, Microsoft Office applications, workflow tools, and responsible AI-enabled productivity solutions used for research, summarization, prioritization, communication, quality checks, and operational insight
• Strong analytical and problem-solving skills, including the ability to identify root causes, recognize patterns, assess risk, interpret process requirements, and make sound decisions in a fast-moving, regulated environment
• Clear written and verbal communication skills, learning agility, and cross-functional collaboration capability, with the ability to adapt messaging, absorb technical information quickly, and influence outcomes without direct authority
• 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
• Certified Pharmacy Technician (CPhT) required, with active registration or licensure as a pharmacy technician in good standing with the appropriate State Board of Pharmacy
• Demonstrated success managing multiple customer workflows with strong follow-through, sound judgment, high service standards, and the ability to learn new systems, processes, and regulated requirements quickly
• Certified Pharmacy Technician (CPhT) required; must hold active registration or licensure as a pharmacy technician in good standing with the appropriate state board of pharmacy
• 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 portion 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

Nice to Haves

• additional education or training in business, operations, pharmacy, customer experience, or a related discipline is preferred

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• 401(k) matching
• Wellness perks
• IV therapy
• Compounded medications