Care Ambassador

This position is National Remote. You'll enjoy the flexibility to telecommute
* from anywhere within the U.S. as you take on some tough challenges.

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 United Health Group mission "to make the health system work better for everyone.">

The Care Ambassador will be responsible for acting as the Single Point of Contact (SPOC) for a portfolio of healthcare providers, customers, and patients. The role is designed to provide solutions regarding product and program-related issues. Additionally, drive patient adherence to therapies and is responsible for onboarding and welcoming the patient to Optum Frontier Therapies. The Care Ambassador develops and builds on long‑term effective relationships with healthcare providers, affiliated staff, and support personnel.

This role educates the patient, caregivers, and all those involved in a patient's care plan on program services and solutions. Build trust in the program and long‑term relationships.

As a Care Ambassador, you will serve patients, providers, pharmacy manufacturers and insurance carriers. You will work with a team of about 40 other Care Ambassadors where you will review daily plans of action for assignments, serve as a first point of contact for patient resolution, handle inbound calls as needed, support and communicate with a diverse patient population, make outbound calls to patient dispenses, triage calls, and attend meetings as needed.

You will navigate about 14 programs daily in this position so computer proficiency is a must, as it the ability to handle multiple projects, multitask, prioritize your time, and remain self‑motivated. Success in this role is measured by a productivity ranking, timecard accuracy, an average answer speed of under 30 seconds call monitoring quality scores and meeting service level agreements of 85% or more for inbound and outbound calls.

This position is full‑time, Monday - Friday. Employees are required to have the flexibility to work an 8‑hour shift between the hours of 11:30 am - 9:00 pm EST. It may be necessary, given the business need, to work occasional overtime.

We offer 8 weeks of training (6 week‑long virtual classroom training followed by peer shadowing for 2 additional weeks) during normal scheduled shift of Monday - Friday, 9:00 am - 5:00 pm EST.

• 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…