Care Ambassador

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 UnitedHealth 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 (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 12:30 pm - 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 - 5:30 pm EST.

Primary 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 by laying out a vision for collaboration that positively grows relationship.
• 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. Understands and supports internal processing functions and personnel.
• Demonstrates an understanding of the disease state(s), competitors, and health care industry trends.
• 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.
• Ability to comprehend and manage any problems that may arise. Using problem solving skills to produce an appropriate resolution for physician offices and patients.
• Contributes to the achievement of the goals, objectives, and outcomes of the program by demonstrating knowledge of product, disease state, and program information as it applies to the specific program.
• 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 leadership.

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 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 attend 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 - 5:30 pm EST
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 12:30 pm - 9:00 pm EST. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• 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, and operations environment

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

Soft Skills:

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to comprehend and apply principles of basic math while analyzing data and generating reports.
• Ability to apply principles of logical thinking to a wide range of intellectual and practical problems.

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin