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A day in the life of an Optum Frontier Therapies Care Ambassador

See how Care Ambassadors help patients navigate treatment, answer questions and connect them to the care they need.

September 11, 2026 | 6-minute read

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When someone is living with a rare or complex condition, health care can feel overwhelming. There are appointments to manage, insurance requirements to navigate, treatments to coordinate and questions that don't always have simple answers.

Patients and caregivers often find themselves juggling multiple providers, pharmacies, health plans and treatment requirements, all while focusing on what matters most: their health.

That’s where an Optum Frontier Therapies® Care Ambassador can make a difference.

Care Ambassadors serve as a consistent point of contact throughout the treatment journey, helping patients and caregivers navigate challenges, coordinate care and stay informed about what comes next.

While every patient's experience is different, the goal remains the same: helping make access to therapy feel simpler, more connected and less overwhelming.

Starting the day with patients in mind

Every day begins with people, not processes.

A Care Ambassador may be reaching out to someone preparing for a refill, helping a caregiver understand the next step in treatment or following up on a question that surfaced during a previous conversation.

Some calls are quick. Others take more time.

"Every conversation is different," says Care Ambassador Janice Wells. "We focus on what the patient needs in that moment and how we can help."

For many patients, knowing there is a familiar person they can call with questions brings reassurance during what can often be an uncertain time.

Helping navigate complex care

Rare and complex therapies often involve many moving parts. Treatment journeys can require coordination among health care providers, specialty pharmacies, insurance plans, caregivers and sometimes manufacturer hubs.

A delay in one area can create challenges in another. Care Ambassadors help bring those pieces together.

Throughout the day, they work closely with the broader care team to help address access challenges, navigate coverage requirements, coordinate next steps and keep communication flowing among those involved in a patient's care.

For patients receiving advanced therapies, including cell and gene treatments, that coordination becomes even more important.

"These therapies can be life-changing, but they can also be complex," says Care Ambassador Ashley Harris. "Our role is to help patients understand their options and support them through the process."

Whether helping identify financial assistance resources, coordinating treatment requirements or facilitating communication among stakeholders, Care Ambassadors focus on helping patients move forward with confidence.

Listening beyond the treatment plan

Not every conversation is about prescriptions, insurance or logistics. Sometimes patients simply need someone to listen.

Living with a rare disease can bring uncertainty, frustration and emotional challenges for both patients and caregivers. Care Ambassadors recognize that support means more than coordinating treatment. It also means taking the time to understand concerns, answer questions and provide reassurance when it is needed most.

"I give patients whatever they need," says Harris. "If they need help navigating options or just someone to talk to, we take the time."

These conversations often uncover challenges that might otherwise go unnoticed. By identifying concerns early, Care Ambassadors can connect patients to the right resources and help prevent disruptions before they impact treatment.

Helping therapy stay on track

Throughout the day, Care Ambassadors monitor therapy progress, coordinate refills and shipments, address outstanding questions and follow up on next steps. While much of this work happens behind the scenes, its impact is meaningful.

Each interaction is designed to help patients access therapy, remain on treatment and feel supported throughout their journey.

Turning complexity into a more connected experience

At its core, the role of a Care Ambassador is about creating connections.

They help connect patients to resources, caregivers to answers, providers to information and stakeholders to one another. By bringing together the people, services and support involved in treatment, Care Ambassadors help create a more coordinated experience for everyone involved.

For patients and caregivers, that can mean greater clarity, confidence and peace of mind.

For providers, it can mean improved coordination and reduced administrative complexity.

For payers and manufacturers, it can mean better collaboration and support for appropriate access to therapy.

Most importantly, it means helping people facing rare and complex conditions feel supported throughout every step of their journey.

Because when care is connected, navigating treatment becomes a little easier, and patients can spend more time focusing on what matters most: living their lives.

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