Clinical Support Technician Lead- Express Scripts - Distribution Services - Remote, MO

Cigna Group•Saint Louis, MO

3d•Remote

About The Position

The Clinical Support Technician Lead is an integral part of the Express Scripts Specialty Distribution Services (ESSDS) team and will oversee and support the Pharmacy Technician Senior Representatives. This role is responsible for supervising daily operations, providing training and guidance, and ensuring team members are equipped to accurately process specialty prescriptions. This role is not work-site dependent, which allows most work to be performed at home or on occasion at a Cigna office location. This position will operate during Central Time, with typical hours ranging between 7:30 am to 4 pm (may have some flexibility on starting time). The pharmacy is open 7am-8pm CT, shift times will occur during pharmacy hours.

Requirements

High School diploma or GED required.
Current Missouri Pharmacy Technician license in good standing required.
Minimum of 3 years relevant experience.
Ability to work independently and maintain efficiency/focus in a remote work environment.
Strong verbal and written communication skills desired.
Strong attention to detail, accuracy, and quality.
Ability to learn internal systems, processes and programs as needed.
Advanced problem-solving skills and the ability to work collaboratively with other departments to resolve issues.
Ability to adapt in a changing environment.
Strong time management skills.
Basic working knowledge of email, Word, Excel, OneNote, and general computing.
Internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Nice To Haves

Experience in a specialty pharmacy setting preferred.
Previous training, coaching, or supervisory experience preferred.

Responsibilities

Develop and lead onboarding and training programs to support the successful development of newly hired Clinical Support Technicians.
Support the development of Clinical Support Technicians by developing and leading team training for current employees.
Maintain up-to-date training materials for onboarding and recurring training and assessments.
Assist team members via email and chat.
Review and track daily work-in-progress numbers for technician phone pharmacy and data entry queues.
Report daily numbers to the Clinical Support Technician team.
Conduct audits or data reviews as requested.
Provide coaching for Clinical Support Technicians.
Manage work queue assignments to ensure proper staffing levels, adjusting as needed based on work-in-progress numbers.
Collaborate with resource planning managers to ensure proper scheduling is maintained.
Transmit prescriber faxes for various state compliance-related items.
Review and create Sig Codes in appropriate systems, ensuring accuracy upon creation.
Review and revise standard operating procedures and work instructions as necessary and provide process improvement updates.
Conduct annual refresher training and annual assessments for both data entry and phone pharmacy processes.
Assist with day-to-day operations, including performing workflow responsibilities as needed to support business needs and service levels.