Customer Service Lead Representative – Refill Department – Freedom Fertility

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.

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.

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.

The hourly rate for this position is $22 - $33 USD, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan.