[Hiring] Customer Service Lead Representative @The Cigna Group

Role Description

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

• 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 bring your whole self to work every day.

Qualifications

• State pharmacy technician license and Certified Pharmacy Technician (CPhT) certification required.
• An empathetic, fun-loving personality and a good sense of humor.
• High school diploma or GED required.
• Excellent customer service, organizational, and time management skills.
• Strong attention to detail and a 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.

Preferred Qualifications

• 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.

Work Schedule

• 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.