Pharmacy Operations Lead Representative

The Cigna Group

. Serve as first-line contact for Essentials and Optimizer clients regarding PowerGridRx questions and issues .

Posted 9/17/2026full-timeRemote • United StatesSenior💰 $21 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client support and pharmacy operations, with strong IT troubleshooting skills and proficiency in ticketing systems like Zendesk. Capable of managing pharmacy workflows and ensuring compliance in a HIPAA-secure environment.

Highest-signal resume keywords

National CertificationState LicenseInstitutional Pharmacy Technician ExperienceIT TroubleshootingZendesk Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Pharmacy OperationsClient SupportTicketing System ManagementMicrosoft Office ProficiencyGoogle Drive Proficiency

Soft Skills

Exceptional Interpersonal SkillsCustomer Service SkillsAbility to Work IndependentlyAdaptability

Tools & Technologies

ZendeskMicrosoft OutlookMicrosoft ExcelMicrosoft WordInternet

Certifications & Qualifications

National CertificationState License

Industry Keywords

HIPAA CompliancePharmacy WorkflowEmergency AssistanceTSS Staffing ServicesPipelineRx

About the role

Key responsibilities & impact

Serve as first-line contact for Essentials and Optimizer clients regarding PowerGridRx questions and issues
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
Train TSS and pharmacist staff on intervention notes and parked orders notes
Manage the PipelineRx queue by posting orders to the appropriate pharmacist
Monitor queues to reduce turnaround time
Contact clients on behalf of on-duty pharmacists to optimize pharmacy workflow
Monitor and triage high-volume client phone calls and answer calls during peak hours
Use the Phone Tree to maintain client visibility and coordinate IT support
Ensure pharmacist coverage during contractual PipelineRx shift hours
Coordinate pharmacist coverage during emergencies, including no-shows, call-offs, illness, and outages
Facilitate communication between pharmacists and clients when client-system access is interrupted
Submit nightly shift activity reports 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
Ability to work efficiently and independently
Ability to switch between responsibilities without affecting customer service
Availability for emergency assistance
Exceptional interpersonal and customer service skills
Ability to meet physical demands including operating office equipment, lifting up to 25 pounds occasionally, and extended computer/telephone work
Ability to work in an IT-secure, HIPAA-compliant environment
If working from home, cable broadband or fiber optic internet with at least 10Mbps download/5Mbps upload

Benefits

Comp & perks

Annual bonus plan eligibility
Medical insurance
Vision insurance
Dental insurance
Well-being and behavioral health programs
401(k)
Company-paid life insurance
Tuition reimbursement
Minimum of 18 days paid time off per year
Paid holidays
Leaves of absence
Cable broadband or fiber optic internet service with minimum speeds of 10Mbps download/5Mbps upload for home working