Pharmacy Operations Lead — Client & IT Support

Embedded Shishya; United States; Remote; USD 29,000 - 43,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Company paid life insurance

Tuition reimbursement

Paid time off (18 days)

Job summary

The Cigna Group is seeking a Pharmacy Operations Lead Rep who will act as a first point of contact for Essentials and Optimizer clients regarding PowerGridRx issues. The SSL provides leadership, ensures continuity of care, and escalates internal IT or staffing concerns.

Responsibilities include triaging client questions, creating Zendesk tickets, directing clients to correct contacts, and optimizing shift coverage to improve productivity and service levels.

Qualifications

• High school diploma; bachelor’s degree, preferred.
• National Certification and State license, required
• 1+ year experience as an institutional pharmacy technician
• Strong IT and troubleshooting experience, including Zendesk
• Proficiency with MS Office (Outlook, Excel, Word), Google Drive, internet and email
• Able to work efficiently and independently
• Able to switch between responsibilities without impacting customer service
• Available for emergency assistance
• Exceptional interpersonal and customer service skills

Responsibilities

• Triaging client PGRX questions/issues.
• Creating Zendesk tickets and following through.
• Directing clients to the correct contact point.
• Provide TSS staffing services.
• Assist with TSS training and intervention documentation understanding.
• Train staff on Intervention notes and Parked orders notes.
• Manage PipelineRx queue and post orders.
• Monitor queues to reduce turnaround time.
• Contact clients to optimize workflow and minimize idle time.
• Triaging high-volume calls and assisting during peak hours.
• Coordinate pharmacist coverage during emergencies and outages.
• Provide visibility of assigned clients to on-duty pharmacist.
• Maintain nightly activity reports for TSS manager.
• Be a reliable resource for the pharmacist on duty during shifts.

Skills

Independent work

Emergency readiness

Customer service

IT troubleshooting

Multi-tasking

Interpersonal skills

Education

High school diploma

Bachelor’s degree (preferred)

National Certification

State license

Tools

Zendesk

MS Office

Google Drive

Email

Job description

The Cigna Group is seeking a Pharmacy Operations Lead Rep who will act as a first point of contact for Essentials and Optimizer clients regarding PowerGridRx issues. The SSL provides leadership, ensures continuity of care, and escalates internal IT or staffing concerns.

Responsibilities include triaging client questions, creating Zendesk tickets, directing clients to correct contacts, and optimizing shift coverage to improve productivity and service levels.