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

Cigna Healthcare • Newburyport, MA

6d • $22 - $33 • Remote

About The Position

Freedom Fertility, part of The Cigna Group, is seeking a Customer Service Lead Representative for its refill department. The role supports patients with timely, accurate, and compassionate fertility medication refill services while serving as a resource, coach, and problem-solver for pharmacy technicians. The lead helps maintain smooth daily operations, improve workflows, promote quality, and partner with leadership to achieve departmental goals.

This is a permanent work-from-home position, except for employees already working onsite in Massachusetts. The schedule is an eight-hour shift between 11 a.m. and 9 p.m. Eastern Time, Monday through Friday. Flexibility to support weekend operations during high-volume periods or staffing shortages may be needed. Remote workers must have cable broadband or fiber internet with speeds of at least 10 Mbps download and 5 Mbps upload.

The anticipated hourly pay range is $22–$33, depending on relevant factors such as experience and geographic location. The role is anticipated to be eligible for an annual bonus plan.

Requirements

• State pharmacy technician license and Certified Pharmacy Technician (CPhT) certification.
• High school diploma or GED.
• Excellent customer service, organizational, and time management skills.
• Strong attention to detail and 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.
• An empathetic, fun-loving personality and a good sense of humor.
• For remote work, cable broadband or fiber internet service with at least 10 Mbps download and 5 Mbps upload.

Nice To Haves

• 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.

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, 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.
• Help streamline workflows, reduce backlogs, and keep daily operations running smoothly.
• Partner with leadership to identify improvements and help the department achieve its goals.

Benefits

• Medical, dental, and vision coverage effective on day one.
• Holiday pay and paid time off (PTO), including a minimum of 18 days of paid time off per year.
• Overtime pay.
• 401(k) with company match.
• Tuition assistance and tuition reimbursement.
• Annual bonus plan eligibility.
• Company-paid life insurance.
• Well-being and behavioral health programs.
• Leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED