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 bring your whole self to work every day.

 

Required 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.

Note: This job description outlines the general nature and level of work expected for this position. Responsibilities may change based on business needs and organizational requirements.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an hourly rate of 22 - 33 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.