Care Ambassador - National Remote

About the position

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. The Care Ambassador in Optum Frontier Therapies will be on the team of an exciting new business serving patients with rare diseases, pharma manufacturers, and providers by dispensing and servicing therapies at the frontier of healthcare. As a new Optum business, we are building on our strengths but also challenging the status quo. We are creating a business that is designed to specifically serve the unique needs of rare disease patient populations and support the emerging therapies, which require enhanced services and new capabilities over traditional specialty pharmacies. Our mission, 'supporting people with compassion while creating access to therapies at the frontier of health care,' and vision, 'that all people, no matter how unique, can access a better tomorrow' are what drive and motivate us, as part of the larger UnitedHealth Group mission 'to make the health system work better for everyone.

Responsibilities

• Serves as the Single Point of Contact (SPOC) for patient, caregivers, pharma, and providers.
• React with a professional and empathetic demeanor when addressing physician office and patients complaints and concerns.
• Identifies the most appropriate, efficient and effective means to streamline communication for healthcare providers with multiple patients in the program.
• Thinks critically and strategically to identify and resolve roadblocks for customers in a proactive fashion.
• Ensures Service Level Agreements are met by managing workflow and taking ownership of quality customer care.
• Supports achievement of program satisfaction.
• Develops and maintains productive and effective relationships with physicians, nurses, office managers, and other applicable customers.
• Builds trust in and engagement with program services by proactively interacting and promptly following-up on inquiries.
• Develops and implements tailored customer support plans, focusing on customer service solutions that improve patient outcomes.
• Maintains Customer Improvement focus and provides customers with unique, critical perspective on partnering with the program.
• Manages inbound and outbound e-mail, phone calls, and faxes for customer service support and follow up.
• Demonstrates an understanding of program operations process, the assigned product, and the patient journey.
• Collaborates and works closely with management, colleagues, and other departments in the organization.
• Demonstrates competency in using information technology, PCs and a variety of databases.
• Completes all appropriate training including, but not limited to New Hire Orientation, In-Services, internal training, client provided training and competency assessments.
• Maintains patient confidentiality and accurate documentation of calls to and from all parties.
• Adheres to all Company policies and standard operating procedures.
• Completes special duties or projects as assigned by the Program Manager / Supervisor.

Requirements

• High School Diploma / GED OR equivalent work experience.
• Must be 18 years of age OR older.
• 5+ years of case/account management, relationship management, customer support or professional customer service experience.
• Ability to work full time, Monday - Friday with flexibility to work any of the 8-hour shift schedules during normal business hours of 8:00am - 9:00pm.

Nice-to-haves

• Valid license, registration and/or certification, in good standing, to practice as a Pharmacy Technician as required by the Board of Pharmacy in the state employed.
• Specialty Pharmacy experience.
• Pharmacy Accreditation experience.
• Work history working in a matrixed environment, call center, and operations environment.
• Bilingual in English and Spanish.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase.
• 401k contribution.