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

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• An eight-hour shift between 11 a.m. and 9 p.m. EST, Monday through Friday.
• Flexibility to support weekend operations during high-volume periods or staffing shortages may be needed.

Note:

This job description outlines the general nature and level of work expected for this position. Responsibilities may change based on business needs and organizational requirements.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10

Mbps download/5

Mbps upload.

For this position, we anticipate offering an hourly rate of 22 - 33 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day…