I have been with OPTUM Specialty Pharmacy for almost 5 years now and currently a Subject Matter Expert wherein I am tasked to assist the queries of our Patient Care Coordinators in terms of Process, take supervisor calls and call interventions when needed.

     I support approximately 100  agents in a cluster via group chat, email or actual assistance when necessary.  Apart from providing support with process queries, I am also tasked to comply with several administrative tasks, random call listening and provide direct coaching and feedback. 

     As a subject matter, I am also responsible for maintaining the agent’s performance, quality customer service and making sure they adhere to their given schedule. 

     My job role is quite broad and requires multi tasking which definitely helped me not only in developing my skills but also improved my personality and social capability