Lead Refill Pharmacy Technician; CSR; Freedom - Remote, AZ; Onsite, MA

Position: Lead Refill  Pharmacy Technician (CSR) - Freedom - Remote, AZ; Onsite, MA
** Customer Service Lead Representative
- Refill Department
- Freedom Fertility*
* *
* Work Location:

This is a permanent work-from-home position, except for employees already working onsite in Massachusetts.*
* Are you a pharmacy professional who enjoys helping both patients and teammates succeed? Freedom Fertility, part of The Cigna Group, is looking for a  
** Customer Service Refill Team Lead Representative
** to bring energy, problem-solving skills, and a collaborative spirit to our fast-paced fertility pharmacy team.

In this role, you'll serve as a trusted resource, coach, and problem-solver, helping the team succeed while supporting patients throughout their fertility journeys. You'll join a company that cares about people and offers the opportunity to take the next step in your career while making a meaningful difference.

** How You'll Make a Difference*
* +  _Support Patient Care:_  Help patients receive timely, accurate, and compassionate refill support throughout their fertility journeys.

+  _Empower the Team:_  Serve as a trusted resource, helping technicians build confidence, solve problems, and succeed.

+  _Improve Efficiency:_  Help streamline workflows, reduce backlogs, and keep daily operations running smoothly.

+  _Promote Quality:_  Encourage accuracy, accountability, and adherence to pharmacy procedures and compliance standards.

+  _Drive Success:_  Partner with leadership to identify improvements and help the department achieve its goals.

** Key Responsibilities*
* + Support refill calls, online refill requests, refill processing, and daily workflow priorities.

+ Answer technicians' questions, provide guidance, and promote teamwork.

+ Assist with onboarding, training, and coaching team members on workflows and procedures.

+ Reinforce standard operating procedures (SOPs), HIPAA requirements, documentation standards, and quality expectations.

+ Help monitor productivity, quality, attendance, and schedule adherence to identify opportunities for improvement.

+ Help resolve refill issues and ensure concerns are escalated appropriately.

+ Share workflow updates and collaborate with supervisors, pharmacists, and other departments.

+ Assist with workload distribution and provide hands-on support during high-volume periods.

+ Support departmental projects and perform other duties as assigned.

** Benefits and Culture*
* + Medical, dental, and vision coverage effective on day one.

+ Holiday pay, paid time off (PTO), and overtime pay.

+ 401(k) with company match.

+ Tuition assistance.

+ A fun, friendly, and unique culture where you can bring your  _whole_  self to work every day.

** Required Qualifications*
* +  
** State pharmacy technician license and Certified Pharmacy Technician (CPhT) certification required.*
* + An empathetic, fun-loving personality and a good sense of humor.

+ High school diploma or GED required.

+ Excellent customer service, organizational, and time management skills.

+ Strong attention to detail and a commitment to accuracy and quality.

+ Excellent written and verbal communication skills.

+ Computer skills, including knowledge of Microsoft Office Suite and the internet.

+ Willingness to work a flexible schedule.

** Preferred Qualifications*
* + Previous experience as a pharmacy team lead, senior technician, trainer, or in a similar leadership role.

+ Experience in fertility pharmacy, specialty pharmacy, or high-volume refill operations.

+ Familiarity with call center platforms and queue management.

+ Experience supporting new-hire training, performance coaching, and workflow standardization.

+ Experience collaborating with cross-functional teams and appropriately escalating operational or patient service concerns.

** Work Schedule*
* + An eight-hour shift between 11 a.m. and 9 p.m. EST, Monday…