[Hiring] Pharmacy Operations Lead Representative @Cigna Healthcare

Role Description

The Pharmacy Operations Lead Rep operates as a Client Support/Support Shift Lead TSS and is the first line contact for our current and future Essentials and Optimizer clients with any questions and/or issues regarding PowerGridRx (PGRX). The SSL exhibits teaching leadership and oversees continuity of care and service to our clients and staff. The SSL will also act as the first line contact for any issues regarding internal issues, such as I.T., team coverage issues, etc.

The Support Shift Lead (SSL) will triage client, pharmacist, and TSS connectivity or PowerGridRx problems. In addition to completing the duties outlined in the TSS job description, the SSL will be first contact for all clients, pharmacists, and/or TSS experiencing PGRX issues. The SSL will also be responsible for making day to day shift changes in assignments to optimize productivity.

Performance Objectives and Responsibilities

• Triaging Client PGRX questions/issues to the best of their capability
• Creating Zendesk tickets and following through with them, when required
• Directing the client to the correct point of contact, when required
• Successfully provide TSS staffing services
• Assist with TSS training and understanding on intervention documentation
• Train the TSS and Pharmacist staff to understand the Intervention notes and Parked orders notes
• Assist with managing the PipelineRx queue by posting orders to the appropriate pharmacist on duty
• Monitor queues to assist pharmacists in decreasing turnaround time
• Optimize pharmacy workflow by contacting clients on behalf of the on-duty pharmacist to minimize time away from orders
• Monitor and triage phone calls from high volume call clients, if needed
• Assist in answering phone calls during peak hours
• Utilize guidelines from the Phone Tree to ensure the pharmacist on duty always has visibility to the assigned clients
• Call client’s IT or PipelineRx IT for support on behalf of the pharmacist on duty for advanced technology issues to be resolved
• Ensure all clients have pharmacist coverage during PipelineRx contractual shift hours
• Initiate procedures to coordinate pharmacist coverage during emergencies such as: no-show, call off, sick call, power or internet outage, etc.
• Facilitate pharmacist communication with clients when access to the client’s system is interrupted during the Pipeline shift
• Maintain accurate records of interactions and issues by providing a nightly report of activities during your shift to TSS manager
• Establish yourself as a valuable resource to the pharmacist on duty for any issues or concerns during a shift

Qualifications

• Possession of high school diploma; bachelor’s degree preferred
• Current National Certification and State license required
• 1+ year experience as an institutional pharmacy technician
• Strong IT and troubleshooting experience, including using a ticketing system such as Zendesk
• Proficiency with office technology tools, including Microsoft Office (especially Outlook, Excel, and Word), Google Drive, internet, and email
• Able to work efficiently and independently
• Able to switch from one responsibility to another without it affecting customer service
• Available for emergency assistance
• Exceptional interpersonal and customer service skills

Physical Demands

• May sit, stand, stoop, bend, and walk intermittently during the day
• Finger dexterity to operate office equipment required
• May need to lift up to twenty-five (25) pounds on occasion
• Specific vision abilities required by this role include close vision, color vision, and the ability to adjust focus
• Visual acuity to see and read fine prints
• Must be able to hear normal voice sounds
• This role requires typical office-based physical activities: watching a computer monitor, use of a keyboard, occasionally repositioning light desk equipment, and speaking on a telephone for extended periods of time

Work Environment

• IT secure office environment that is fully compliant with HIPAA, ARRA/HITECH, Federal and State regulations
• Work performed in an office setting, with occasional travel for meetings in hospitals or other office settings

Benefits

• Hourly rate of 21 - 31 USD / hourly, depending on relevant factors, including experience and geographic location
• Eligible to participate in an annual bonus plan
• Comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs
• 401(k) and company paid life insurance
• Tuition reimbursement
• A minimum of 18 days of paid time off per year and paid holidays