Pharmacy Operations Lead Representative - CarepathRx - US Remote

Cigna Health and Life Insurance Company; Northern (KY); Hybrid; USD 29,000 - 43,000; Full time

Benefits offered by this job

Medical benefits

Vision benefits

Dental benefits

Well-being programs

401(k)

Life insurance

Tuition reimbursement

Paid time off

Paid holidays

Leaves of absence

Job summary

The Cigna Group is seeking a Pharmacy Operations Lead Rep to serve as the first line contact for Essentials and Optimizer clients using PowerGridRx. The role triages client, pharmacist, and TSS connectivity issues and ensures continuity of care and service across staff and clients.

You will lead shifts, coordinate pharmacist coverage, train staff on intervention notes, and optimize workflows to minimize turnaround times.

Qualifications

• Possession of high school diploma; bachelor’s degree, preferred,
• Current National Certification and State license, required 1+ year experience as an institutional pharmacy technician
• Strong IT and troubleshooting experience, including using a ticketing system such as Zendesk
• Proficiency with office technology tools, including Microsoft Office (Outlook, Excel, Word), Google Drive, internet, and email

Responsibilities

• Triage client PGRX questions/issues
• Create Zendesk tickets and follow through
• Direct clients to the correct point of contact
• Provide TSS staffing services
• Assist with TSS training and intervention documentation
• Train staff to understand intervention notes and parked orders notes
• Manage PipelineRx queue and post orders to pharmacist on duty
• Monitor queues to reduce turnaround time
• Optimize pharmacy workflow by contacting clients on behalf of the on-duty pharmacist
• Handle high volume calls during peak hours
• Coordinate pharmacist coverage during emergencies
• Facilitate pharmacist communication when client systems are interrupted
• Maintain records and nightly activity reports for TSS manager
• Be a resource to the pharmacist on duty during shifts

Skills

IT troubleshooting

Customer service

Organizational skills

Communication skills

Multitasking

Emergency readiness

Education

High school diploma

Bachelor’s degree preferred

National Certification

State license

Tools

Zendesk

Office tools: Outlook, Excel, Word

Google Drive

Job description

Position Summary:

The Pharmacy Operations Lead Rep operates as a Client Support/Support Shift Lead TSS and is the first line contact for our current and future Essentials and Optimizer clients with any questions and/or issues regarding PowerGridRx (PGRX). The SSL exhibits teaching leadership and oversees continuity of care and service to our clients and staff. The SSL will also act as the first line contact for any issues regarding internal issues, such as I.T., team coverage issues, etc.

Position Description:

The Support Shift Lead (SSL) will triage client, pharmacist, and TSS connectivity or PowerGridRx problems. In addition to completing the duties outlined in the TSS job description, the SSL will be first contact for all clients, pharmacists, and/or TSS experiencing PGRX issues. The SSL will also be responsible for making day to day shift changes in assignments to optimize productivity.

Performance Objectives and Responsibilities:

• Triaging Client PGRX questions/issues to the best of their capability
• Creating Zendesk tickets and following through with them, when required
• Directing the client to the correct point of contact, when required
• Successfully provide TSS staffing services
• Clinical Support Assist with TSS training and understanding on intervention documentation.
• Train the TSS and Pharmacist staff to understand the Intervention notes and Parked orders notes.
• Operation Support Assist with managing the PipelineRx queue by posting orders to the appropriate pharmacist on duty.
• Monitor queues to assist pharmacists in decreasing turnaround time.
• Optimize pharmacy workflow by contacting clients on behalf of the on-duty pharmacist to minimize time away from orders.
• Monitor and triage phone calls from high volume call clients, if needed
• Assist in answering phone calls during peak hours
• Utilize guidelines from the Phone Tree to:
• Ensure the pharmacist on duty always has visibility to the assigned clients.
• Call client’s IT or PipelineRx IT for support on behalf of the pharmacist on duty for advanced technology issues to be resolved.
• Ensure all clients have pharmacist coverage during PipelineRx contractual shift hours.
• Initiate procedures to coordinate pharmacist coverage during emergencies such as: no-show, call off, sick call, power or internet outage, etc. as established by TSS Manager in conjunction with Pharmacist Supervisor.
• Communication Facilitate pharmacist communication with clients when access to the client’s system is interrupted during the Pipeline shift.
• Maintain accurate records of interactions and issues by providing a nightly report of activities during your shift to TSS manager.
• Establish yourself as a valuable resource to the pharmacist on duty for any issues or concerns during a shift.

Qualifications and Requirements:

• Possession of high school diploma; bachelor’s degree, preferred,
• Current National Certification and State license, required 1+ year experience as an institutional pharmacy technician
• Strong IT and troubleshooting experience, including using a ticketing system such as Zendesk,
• Proficiency with office technology tools, including Microsoft Office (especially Outlook, Excel, and Word), Google Drive, internet, and email,
• Able to work efficiently and independently,
• Able to switch from one responsibility to another without it affecting customer service,
• Available for emergency assistance,
• Exceptional interpersonal and customer service skills.

Physical Demands:

• May sit, stand, stoop, bend, and walk intermittently during the day.
• Finger dexterity to operate office equipment required.
• May need to lift up to twenty-five (25) pounds on occasion.
• Specific vision abilities required by this role include close vision, color vision, and the ability to adjust focus.
• Visual acuity to see and read fine prints.
• Must be able to hear normal voice sounds.
• This role requires typical office-based physical activities: watching a computer monitor, use of a keyboard, occasionally repositioning light desk equipment, and speaking on a telephone for extended periods of time.

Work Environment:

• IT secure office environment that is fully compliant with HIPAA, ARRA/HITECH, Federal and State regulations.
• Work performed in an office setting, with occasional travel for meetings in hospitals or other office settings.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as a comprehensive list of all responsibilities, duties, and skills required for the position.

For this position, we anticipate offering an hourly rate of 21 - 31 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.

• medical
• vision
• dental
• well-being and behavioral health programs
• 401(k)
• company paid life insurance
• tuition reimbursement
• a minimum of 18 days of paid time off per year
• paid holidays
• leaves of absence

For more details on our employee benefits programs, click here.

About The Cigna Group Doing something meaningful starts with a simple decision, a commitment to changing 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 [e-mail] 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.

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.