Pharmacy Operations Lead Representative

The Cigna Group

. Serve as Client Support/Support Shift Lead TSS and first-line contact for Essentials and Optimizer clients regarding PowerGridRx questions and issues .

Posted 9/18/2026full-timeUnited StatesSenior💰 $21 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client support and pharmacy operations, with strong capabilities in IT troubleshooting, ticketing systems, and effective communication. Proficient in managing high-volume client interactions while ensuring compliance with healthcare regulations.

Highest-signal resume keywords

Client SupportIT TroubleshootingZendesk Ticketing SystemNational CertificationInstitutional Pharmacy Technician Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Pharmacy OperationsTicketing System ProficiencyMicrosoft OfficeGoogle DriveIntervention DocumentationPipelineRx ManagementClient CommunicationQueue ManagementEmergency Coverage CoordinationRecord Maintenance

Soft Skills

Interpersonal SkillsCustomer ServiceIndependent WorkAdaptabilityTeaching Leadership

Tools & Technologies

ZendeskMicrosoft OutlookMicrosoft ExcelMicrosoft WordPhone Tree Guidelines

Certifications & Qualifications

National CertificationState License

Industry Keywords

HIPAA ComplianceARRA/HITECH CompliancePharmacy TechnicianHealthcare RegulationsClient System Access

About the role

Key responsibilities & impact

Serve as Client Support/Support Shift Lead TSS and first-line contact for Essentials and Optimizer clients regarding PowerGridRx questions and issues
Exhibit teaching leadership and oversee continuity of care and service to clients and staff
Act as first-line contact for internal issues including IT and team coverage
Triage client, pharmacist, and TSS connectivity or PowerGridRx problems
Create and follow through on Zendesk tickets when required
Direct clients to the correct point of contact
Provide TSS staffing services
Assist with TSS training and intervention documentation understanding
Train TSS and pharmacist staff on Intervention notes and Parked orders notes
Assist with managing the PipelineRx queue by posting orders to the appropriate pharmacist
Monitor queues to help pharmacists decrease turnaround time
Contact clients on behalf of the on-duty pharmacist to optimize workflow and minimize time away from orders
Monitor and triage high-volume client phone calls and answer calls during peak hours
Use Phone Tree guidelines to ensure pharmacist visibility of assigned clients
Contact client IT or PipelineRx IT for advanced technology support
Ensure pharmacist coverage for all clients during contractual PipelineRx shift hours
Coordinate emergency pharmacist coverage for no-shows, call-offs, illness, and power or internet outages
Facilitate pharmacist communication with clients when client-system access is interrupted
Maintain accurate interaction and issue records
Provide a nightly shift-activity report to the TSS manager
Serve as a resource to the pharmacist on duty during shifts

Requirements

What you’ll need

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 Microsoft Office, especially Outlook, Excel, and Word
Proficiency with Google Drive, internet, and email
Able to work efficiently and independently
Able to switch between responsibilities without affecting customer service
Available for emergency assistance
Exceptional interpersonal and customer service skills
Able to meet physical demands including operating office equipment, lifting up to 25 pounds occasionally, maintaining visual acuity, and hearing normal voice sounds
Must be able to work in a HIPAA-, ARRA/HITECH-, and federal- and state-regulation-compliant environment

Benefits

Comp & perks

Annual bonus plan eligibility
Medical, vision, and dental benefits starting on day one
Well-being and behavioral health programs
401(k)
Company-paid life insurance
Tuition reimbursement
Minimum of 18 days of paid time off per year
Paid holidays
Leaves of absence
Reasonable accommodations
Cable broadband or fiber optic internet requirement for home working, with at least 10Mbps download/5Mbps upload