Pharmacy Operations Lead Representative

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 Description

• 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 • Assist with TSS training and understanding on intervention documentation • Train the TSS and Pharmacist staff to understand the Intervention notes and Parked orders notes • 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 • 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

🎯 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.

🏖️ Benefits

• medical, vision, dental, and 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