Pharmacy Technician Lead Representative - VFP- Freedom Fertility - Remote, MA, AZ, IL

Cigna Healthcare•Waltham, MA

1d•Remote

About The Position

Village Fertility Pharmacy Group (VFP), part of Freedom Fertility Pharmacy and the Evernorth Health Services division of The Cigna Group, is dedicated to supporting patients on their journey to parenthood through compassionate service and expert clinical support. As a Pharmacy Lead Technician Representative, this role involves providing day-to-day leadership for both Operations and Call Center teams. The primary goal is to ensure efficient workflows, quality outcomes, and an exceptional experience for both patients and clinics.

Requirements

Will be required to obtain an active Massachusetts Pharmacy Technician License or MA Pharmacy Technician Trainee License (with ability to obtain full licensure).
CPhT certification required.
Valid Pharmacy Technician license required within the state the applicant resides (AZ, MA or IL).
Minimum 2 years of Operations experience or equivalent leadership experience.
Minimum 3 years of pharmacy or healthcare experience.
Advanced knowledge of pharmacy processing systems and phone systems.
Strong leadership, organizational, and problem-solving skills.
Excellent communication skills with the ability to work cross-functionally with patients, clinics, and internal teams.
Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.

Responsibilities

Oversee and manage daily workflow for Operations and Call Center teams.
Serve as a primary point of contact for team support, guidance, and escalations.
Monitor real-time performance to ensure productivity, quality, and service standards are met.
Manage team email communications and workflow queues.
Track, review, and address errors; support Quality Assurance initiatives.
Coordinate new hire training and onboarding in partnership with leadership.
Participate in interviewing, selection, and onboarding of new team members.
Manage and resolve patient and clinic escalations in a timely, professional manner.
Coach, mentor, and counsel team members to drive performance improvement.
Identify and develop team talent; contribute to goal setting and development planning.
Deliver performance feedback, including corrective actions, performance appraisals, and improvement plans.
Ensure adherence to operational standards, metrics, scheduling, and policies.