Optum One Assist is a secure, comprehensive contact Center for members and providers of Medicaid and Human Services programs.
It's built in the cloud to respond dynamically to meet the nuanced needs of members and providers anytime, day or night.
Powered by artificial intelligence, One Assist improves the customer experience, reduces costs, and improves operational efficiencies.
Members can use One Assist to check the status of their enrollment in Medicaid or other Human Services programs for utilization management, verifying prior authorization, scheduling appointments, and for other general service questions.
Providers can use it for checking their enrollment status, member eligibility, Technical Support, EDI questions, hospital and other incentive programs questions, utilization management claims, and prior authorization questions and general service calls.
Our platform is 100% MARS-E compliant built on a Fedramp platform, meaning that Fedramp security controls can be configured for role based access.
Integration between systems is streamlined with our cloud native solution.
It allows APIs into all data and can be rapidly deployed.
We can stand up a contact center software instance quickly and scale more quickly than traditional on-premises solutions.
Our contact center agents receive ongoing training through quality assessments, coaching and self-evaluations.
In addition, we have training that provides real life scenarios for agent experience.
This helps prepare them right from the start and reduces turnover.
We pay contact center employees a living wage, which also helps reduce turnover and provides high quality applicants and a larger pool to cover seasonal or emergency needs.
Optum One Assist is focused on the people who rely on it.
That means no bad bots.
Our virtual assistant uses artificial intelligence or AI to interpret what a caller needs so we can get them to the right team or self-service application quickly.
Our dedicated team of data scientists write AI algorithms to perform new functions as needed.
They build in empathy so members and providers have a positive experience.