Optum
Care Ambassador - National Remote
Optum, Dallas, Texas, United States, 75215
You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.OptumRx
is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do.If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable healthcare solutions. This is caring. This is great chemistry. This is the way to make a difference.You will be working under Optum Frontier Therapies, a business serving patients with rare diseases, pharma manufacturers, and providers by dispensing and servicing therapies at the frontier of healthcare. 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.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.As a
Care Ambassador,
you will serve patients, providers, pharmacy manufacturers, and insurance carriers. You will work with a team of about 20 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. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 9:00pm EST, Monday - Friday. It may be necessary, given the business need, to work occasional overtime or weekends.We offer 8 weeks of on-the-job training (6 week-long virtual classroom training followed by peer shadowing for 2 additional weeks during normal scheduled shift). The hours during training will be an 8-hour shift between 8:00am to 9:00pm EST, Monday - Friday.*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.Primary Responsibilities:Serves as the Single Point of Contact (SPOC) for patients, caregivers, pharma, and providers.React with a professional and empathetic demeanor when addressing physician office and patient 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.Demonstrates competency in using information technology, PCs, and a variety of databases.Maintains patient confidentiality and accurate documentation of calls to and from all parties.Adheres to all Company policies and standard operating procedures.Required Qualifications: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 any of our 8-hour shift schedules during our normal business hours of 8:00am - 9:00pm EST, Monday - Friday.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.Previous work history working in a matrixed environment, call center, 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.California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, OR Washington, D.C. Residents Only:
The hourly range for this is $19.47 - $38.08 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.Application Deadline:
This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected.At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone.Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
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is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do.If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable healthcare solutions. This is caring. This is great chemistry. This is the way to make a difference.You will be working under Optum Frontier Therapies, a business serving patients with rare diseases, pharma manufacturers, and providers by dispensing and servicing therapies at the frontier of healthcare. 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.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.As a
Care Ambassador,
you will serve patients, providers, pharmacy manufacturers, and insurance carriers. You will work with a team of about 20 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. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 9:00pm EST, Monday - Friday. It may be necessary, given the business need, to work occasional overtime or weekends.We offer 8 weeks of on-the-job training (6 week-long virtual classroom training followed by peer shadowing for 2 additional weeks during normal scheduled shift). The hours during training will be an 8-hour shift between 8:00am to 9:00pm EST, Monday - Friday.*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.Primary Responsibilities:Serves as the Single Point of Contact (SPOC) for patients, caregivers, pharma, and providers.React with a professional and empathetic demeanor when addressing physician office and patient 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.Demonstrates competency in using information technology, PCs, and a variety of databases.Maintains patient confidentiality and accurate documentation of calls to and from all parties.Adheres to all Company policies and standard operating procedures.Required Qualifications: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 any of our 8-hour shift schedules during our normal business hours of 8:00am - 9:00pm EST, Monday - Friday.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.Previous work history working in a matrixed environment, call center, 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.California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, OR Washington, D.C. Residents Only:
The hourly range for this is $19.47 - $38.08 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.Application Deadline:
This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected.At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone.Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
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