Village Fertility Pharmacy Group (VFP)—part of Freedom Fertility Pharmacy and the Evernorth Health Services division of The Cigna Group—supports patients on their journey to parenthood through compassionate service and expert clinical support.

As a Pharmacy Lead Technician Representative, you will provide day-to-day leadership for both Operations and Call Center teams, ensuring efficient workflows, quality outcomes, and an exceptional patient and clinic experience.

Key Responsibilities:

• Oversee and manage daily workflow for Operations and Call Center teams.
• Serve as a primary point of contact for team support, guidance, and escalations.
• Monitor real-time performance to ensure productivity, quality, and service standards are met.
• Manage team email communications and workflow queues.
• Track, review, and address errors; support Quality Assurance initiatives.
• Coordinate new hire training and onboarding in partnership with leadership.
• Participate in interviewing, selection, and onboarding of new team members.
• Manage and resolve patient and clinic escalations in a timely, professional manner.
• Coach, mentor, and counsel team members to drive performance improvement.
• Identify and develop team talent; contribute to goal setting and development planning.
• Deliver performance feedback, including corrective actions, performance appraisals, and improvement plans.
• Ensure adherence to operational standards, metrics, scheduling, and policies.

Qualifications:

• Will be required to obtain an active Massachusetts Pharmacy Technician License or MA Pharmacy Technician Trainee License (with ability to obtain full licensure).
• CPhT certification required and a valid Pharmacy Technician license required within the state the applicant resides( AZ, MA or IL).
• Minimum 2 years of Operations experience or equivalent leadership experience.
• Minimum 3 years of pharmacy or healthcare experience.
• Advanced knowledge of pharmacy processing systems and phone systems.
• Strong leadership, organizational, and problem-solving skills.
• Excellent communication skills with the ability to work cross-functionally with patients, clinics, and internal teams.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.

Schedule & Availability:

• Preferred shift: 10:30 AM – 7:00 PM (flexibility available).
• Other possible shifts include 9:30 AM – 6:00 PM and select 10-hour shifts.
• Flexibility to cover an occasional Saturday shift as needed (rare).

Work Location:

• Remote position
• Preferred states: Massachusetts, Arizona, or Illinois

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 - 32 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 and paid holidays. 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 prote