Care Ambassador - National Remote - Rare Disease Patient Support & Therapy Services

Join the Optum Frontier Therapies Team: Revolutionizing Healthcare for Rare Disease Patients

At OptumRx, we're not just a company - we're a community of innovators, thinkers, and caregivers dedicated to making a difference in the lives of millions. As part of the UnitedHealth Group, we're committed to helping people live healthier lives and making the health system work better for everyone. Our mission is built on a foundation of integrity, compassion, relationships, innovation, and performance. We're now seeking a highly skilled and compassionate Care Ambassador to join our Optum Frontier Therapies team, a pioneering business dedicated to serving patients with rare diseases, pharma manufacturers, and healthcare providers.

About Optum Frontier Therapies

Optum Frontier Therapies is at the forefront of healthcare innovation, dispensing and servicing therapies that are pushing the boundaries of medical science. Our business is designed to meet the unique needs of rare disease patient populations and support emerging therapies that require specialized care and attention. As a Care Ambassador with our team, you'll be part of a dynamic and growing organization that's challenging the status quo and creating a better tomorrow for patients with rare and complex conditions.

The Care Ambassador Role: A Single Point of Contact for Exceptional Patient Care

As a Care Ambassador, you'll be the Single Point of Contact (SPOC) for a portfolio of healthcare providers, customers, and patients, providing solutions to product and program-related issues, driving patient adherence to therapies, and onboarding new patients to Optum Frontier Therapies. Your role will be multifaceted, requiring a unique blend of clinical knowledge, customer service skills, and technical proficiency.

Key Responsibilities:

• Serve as the primary point of contact for patients, caregivers, pharma, and healthcare providers, responding to inquiries and resolving issues in a timely and professional manner.
• Develop and maintain productive relationships with physicians, nurses, office managers, and other stakeholders, building trust and engagement with program services.
• Identify and resolve roadblocks for customers proactively, thinking critically and strategically to streamline communication and improve patient outcomes.
• Manage workflow and take ownership of quality customer care, ensuring Service Level Agreements are met and customer satisfaction is achieved.
• Develop and implement tailored customer support plans, focusing on customer service solutions that improve patient outcomes and satisfaction.
• Maintain a deep understanding of program operations, assigned products, and the patient journey, supporting internal processing functions and personnel.
• Demonstrate competency in using information technology, PCs, and various databases, navigating multiple programs and systems daily.
• Collaborate with management, colleagues, and other departments to achieve program goals and objectives.
• Maintain patient confidentiality and accurate documentation of calls and interactions.
• Adhere to Company policies and standard operating procedures, completing all required training and competency assessments.

Qualifications and Requirements

Essential Qualifications:

• High School Diploma / GED OR equivalent work experience.
• 5+ years of case/account management, relationship management, customer support, or professional customer service experience.
• Ability to work full-time (40 hours/week) Monday - Friday, with flexibility to work any 8-hour shift schedule during normal business hours (8:00am - 9:00pm EST).
• Strong computer proficiency and ability to navigate multiple programs and systems daily.

Preferred Qualifications:

• Valid license, registration, and/or certification as a Pharmacy Technician (or equivalent experience).
• Specialty Pharmacy experience and/or Pharmacy Accreditation experience.
• Previous work history in a matrixed environment, call center, or operations environment.
• Bilingual fluency in English and Spanish.

Soft Skills:

• Excellent communication and interpersonal skills, with the ability to present information and respond to questions from diverse stakeholders.
• Strong analytical and problem-solving skills, with the ability to apply principles of logical thinking to complex issues.
• Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures.

What We Offer

At UnitedHealth Group, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (subject to eligibility requirements). Our Care Ambassadors are rewarded and recognized for their performance, with opportunities for career growth and development within the organization.

The hourly range for this role is $19.86 to $38.85 per hour, based on full-time employment. Pay is determined by factors including local labor markets, education, work experience, and certifications. We comply with all minimum wage laws as applicable.

Telecommuting Requirements

As a National Remote Care Ambassador, you'll work from a dedicated workspace that meets UnitedHealth Group's telecommuting requirements, including a secure and private area with high-speed internet connectivity.

Join Our Team: Make a Difference in the Lives of Rare Disease Patients

If you're a compassionate and skilled professional looking for a challenging and rewarding role, we invite you to join our Optum Frontier Therapies team as a Care Ambassador. With comprehensive training, ongoing support, and opportunities for career growth, you'll be empowered to make a real difference in the lives of patients with rare and complex conditions.

Apply now and take the first step towards a fulfilling career with UnitedHealth Group!