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

Customer Service Lead Representative – Refill Department – Freedom Fertility Work Location: This is a permanent work-from-home position, except for employees already working onsite in Massachusetts. 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. How You’ll Make a 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. Key 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 (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. Benefits and Culture 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...

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