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 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 supp