Complaint and Clinical Pharmacist

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 Complaint and Clinical Pharmacist protects patient safety and strengthens product quality across Empower’s rapidly growing, highly regulated 503A compounding pharmacy and 503B outsourcing facility operations.

This role owns assigned complaint investigations from intake through authorized closure, integrating clinical judgment, evidence gathering, and precise documentation to deliver defensible conclusions within procedural timelines.

The pharmacist evaluates clinical risks, escalates safety concerns, and translates complaint trends into recommendations for corrective and preventive actions (CAPAs).

Working with site pharmacists-in-charge, Quality Assurance, and Regulatory Affairs, the role supports reporting assessments, technical investigations, controlled substance account reviews, and inspection readiness.

Responsibilities include supervising assigned staff and providing formally designated pharmacist coverage. Success requires disciplined execution, sound prioritization, confidentiality, and learning agility to sustain reliable outcomes at increasing scale as operational needs and regulatory expectations evolve.

Responsibilities

Complaint Investigation and Patient Safety

Complaint Ownership: Receive, triage, investigate, and document assigned adverse drug event and product quality complaints under approved SOPs, obtaining required approvals before authorized closure.

Investigation Evidence: Gather patient, prescriber, product, lot, distribution, manufacturing, and laboratory information to develop scientifically defensible conclusions and accurate complaint records.

Clinical Assessment: Assess clinical impact and promptly escalate serious adverse events, potential product defects, and patient safety concerns through established channels.

Quality Improvement and Regulatory Support

Complaint Trending: Trend complaints by product, lot, event type, severity, recurrence, and potential root cause; present findings and recommend CAPAs or further investigations.

Technical Investigations: Provide clinical and pharmaceutical assessments for health hazard evaluations, nonconformances, protocols, stability reviews, and other technical investigations.

Regulatory Coordination: Coordinate potential reporting obligations with site pharmacists-in-charge, Regulatory Affairs, and Quality Assurance; support state, DEA, FDA, and internal inspections and responses.

Pharmacy Operations and Team Support

Controlled Substances: Support reviews of escalated new controlled substance accounts, investigate red flags, and document pharmacist recommendations for authorized approvers.

Pharmacist Coverage: Support onsite pharmacists-in-charge and provide absence coverage only with formal designation, appropriate qualifications, and compliance with applicable state requirements.

Staff Coordination: Supervise assigned staff, coordinate work priorities, and assist Quality Assurance with overdue investigations, complaint-related corrective and preventive actions, and assigned effectiveness checks.

Knowledge and Skills

Knowledge of adverse drug event assessment, product quality complaints, clinical risk evaluation, and evidence requirements for scientifically defensible investigations.

Ability to analyze complaint trends, identify recurring risks, and recommend corrective and preventive actions supported by documented investigation findings.

Strong technical writing and communication skills for clear complaint records, clinical assessments, inspection responses, and timely escalation of patient safety concerns.

Ability to coordinate staff and cross-functional priorities, protect confidential information, and apply sound judgment within approved procedures and authorization boundaries.

Experience and Qualifications

• Doctor of Pharmacy degree from an accredited program required.
• An active pharmacist license in the applicable jurisdiction for assigned responsibilities required.

3-5 years of relevant pharmacist experience demonstrating sound clinical judgment, accurate documentation, accountability, and timely issue escalation required.

Ability to work onsite, particularly during training, meetings, and inspections, and meet applicable state requirements for formally designated coverage required.

Experience in clinical pharmacy, compounding, complaint investigations, patient safety, or regulated quality systems, including collaboration with quality or regulatory partners preferred.

Experience supervising staff, coordinating investigation priorities, or supporting inspection preparation while maintaining clear documentation and appropriate escalation of unresolved issues preferred.

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: careers.empowerpharmacy.com

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.