Care Ambassador

This position is national remote, offering the flexibility to telecommute from anywhere within the U.S.

About the role

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The Care Ambassador in Optum Frontier Therapies will join an exciting new business serving patients with rare diseases, pharma manufacturers, and providers by dispensing and servicing therapies at the frontier of healthcare. This role acts as the Single Point of Contact (SPOC) for a portfolio of healthcare providers, customers, and patients, providing solutions regarding product and program-related issues, driving patient adherence to therapies, and onboarding patients to Optum Frontier Therapies. The Care Ambassador develops long-term relationships with healthcare providers, educates patients and caregivers, and builds trust in the program.

You will work with a team of about 50 other Care Ambassadors, reviewing daily plans of action, serving as the first point of contact for patient resolution, handling inbound calls, supporting a diverse patient population, making outbound calls, triaging calls, and attending meetings. Success is measured by productivity, timecard accuracy, average answer speed (under 30 seconds), call monitoring quality scores, and meeting service level agreements of 85% or more for inbound and outbound calls.

Schedule

This is a full-time position, Monday - Friday. Employees must have flexibility to work an 8-hour shift during business hours of 12:30 pm - 9:00 pm EST, with occasional overtime as needed. Training lasts 10 weeks (8 weeks of virtual classroom training followed by 2 weeks of peer shadowing), with training hours from 9:00 am - 9:00 pm EST, Monday - Friday, conducted virtually from your home.

Responsibilities

• Serve as the Single Point of Contact (SPOC) for patients, caregivers, pharma, and providers.
• Respond professionally and empathetically to physician office and patient complaints and concerns.
• Identify efficient means to streamline communication for healthcare providers with multiple patients in the program.
• Think critically and strategically to resolve customer roadblocks proactively.
• Ensure Service Level Agreements are met by managing workflow and maintaining quality customer care.
• Support program satisfaction and develop productive relationships with physicians, nurses, and office managers.
• Build trust and engagement with program services through proactive interaction and prompt follow-up.
• Develop and implement tailored customer support plans to improve patient outcomes.
• Maintain a customer improvement focus and provide a unique perspective on program collaboration.
• Manage inbound and outbound emails, phone calls, and faxes for customer service support.
• Demonstrate understanding of program operations, assigned products, and the patient journey.
• Understand and support internal processing functions and personnel.
• Demonstrate knowledge of disease states, competitors, and healthcare industry trends.
• Collaborate with management, colleagues, and other departments.
• Use information technology, PCs, and databases competently.
• Resolve problems using problem-solving skills for physician offices and patients.
• Contribute to program goals by applying knowledge of products, disease states, and program information.
• Complete all required training, including new hire orientation, in-services, and competency assessments.
• Maintain patient confidentiality and accurate documentation of calls.
• Adhere to company policies and standard operating procedures.
• Complete special duties or projects as assigned by leadership.

Requirements

• High School Diploma / GED or equivalent work experience.
• Must be 18 years of age or older.
• 3+ years of case/account management, relationship management, customer support, or professional customer service experience.
• Call center experience.
• Experience with computers and Windows-based programs.
• Ability to work full-time, Monday - Friday, with flexibility for an 8-hour shift during business hours (12:30 pm - 9:00 pm EST) and occasional overtime.

Preferred Qualifications

• Valid license, registration, or certification as a Pharmacy Technician (as required by the Board of Pharmacy in the state employed).
• Specialty Pharmacy experience.
• Pharmacy Accreditation experience.
• Work history in a matrixed or operations environment.

Telecommuting Requirements

• Ability to keep company-sensitive documents secure.
• Dedicated work area separated from other living areas, ensuring information privacy.
• Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage existing high-speed service.

Skills

• Ability to present information and respond to questions from managers, clients, customers, and the public.
• Ability to comprehend and apply principles of basic math for data analysis and report generation.
• Ability to apply logical thinking to a wide range of intellectual and practical problems.
• Ability to read, analyze, and interpret business periodicals, professional journals, and technical procedures.

Pay

The hourly pay for this role ranges from $20.00 - $36.00 per hour based on full-time employment, determined by factors including local labor markets, education, work experience, and certifications.

Benefits

In addition to salary, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).