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

Cigna Group•Newburyport, MA

4d•Remote

About The Position

Freedom Fertility, part of The Cigna Group, is hiring a Customer Service Lead Representative for its fertility pharmacy refill department. This role serves as a trusted resource, coach, and problem-solver for pharmacy technicians while helping patients receive timely, accurate, and compassionate refill support. The position supports daily operations, team development, workflow efficiency, quality, and compliance, and partners with leadership to identify improvements and achieve departmental goals. The position is permanently work-from-home except for employees already working onsite in Massachusetts. Home internet must be provided through cable broadband or fiber optic service with speeds of at least 10 Mbps download and 5 Mbps upload. The schedule is an eight-hour shift between 11 a.m. and 9 p.m. EST, Monday through Friday, with flexibility to support weekend operations during high-volume periods or staffing shortages. The anticipated hourly rate is $22–$33, depending on relevant factors including experience and geographic location. The role is anticipated to be eligible for an annual bonus plan. Responsibilities may change based on business needs and organizational requirements.

Requirements

State pharmacy technician license and Certified Pharmacy Technician (CPhT) certification required.
High school diploma or GED required.
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.
Ability to work 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.
For permanent or occasional work from home, access to cable broadband or fiber optic internet with speeds of 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.
An empathetic, fun-loving personality and a good sense of humor.

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.