How Optum Pharmacy Experts Bring Passion to Quality Care

In this article

At Optum Home Delivery, we strive to make our pharmacy more affordable, accessible and convenient for patients. Today, pharmacists play an increasingly vital role in advancing treatment as an extension of the doctor’s care team. Three pharmacy experts share what drives them to go above and beyond.

Supporting patient care needs

Nikhil B., Pharm. D., a production control specialist for home delivery, helps redirect patient orders when weather, out-of-stock medication or distance from a pharmacy may affect that fill, helping make sure the medication gets delivered on time with no disruption to care. Nikhil was inspired to pursue a similar professional path as his father, a pharmacist.

“I wanted to make sure I continued the legacy,” he says. “I’m very passionate about serving patients, and that’s how I began my career in pharmacy.”

During his 7-year tenure at Optum, Nikhil has learned to appreciate how home delivery helps resolve critical gaps in access to care. He knows that the lack of transportation can be a barrier to some patients getting the medication they need. And, he sees how having medication delivered to peoples’ homes helps keep them adherent.

Consulting pharmacist Saima F., Pharm. D., also followed in the footsteps of a family member who worked as a pharmacist. She loves being in a role that gives her time to talk to patients and address their medication concerns.

“I’m giving my full attention to patients and making sure their questions get answered,” she says. Optum pharmacists know that delivering a personal touch really matters.

“The greatest value is being there for patients when they need our help,” Saima says.

Connecting with pharmacists anytime

Patients want to be able to talk with their pharmacist when they have questions. Optum Home Delivery pharmacists dedicate time to address the patients’ full therapy needs.

Saima says patients often call her with questions because their retail pharmacy is too busy.

“Patients find it very helpful that they’re able to talk on the phone — that there’s somebody listening.”

Saima F., Pharm. D., Consulting Pharmacist

Providing 24/7 pharmacist support means more personalized patient care, including:

Help with medication changes or updates
Support resolving therapy conflicts
Outreach to doctors as needed
Coordinating prescriptions fills
Guidance on taking medication

Enhancing the digital pharmacy experience

Convenient, easy-to-use tools help meet the demands of our consumers. Kelly L. is the senior director for the digital experience of Optum Home Delivery. She enjoys simplifying patient interactions with the pharmacy — both online and with our app.

“We love being able to infuse new technologies into our digital experiences to make our patients’ lives easier,” she says. “Recent upgrades let patients chat live with an agent and customize their notifications from the pharmacy.”

Dedication to patient care

It all starts with a passion for helping people and a commitment to providing the right digital resources that make it easy to access and convenient to manage their pharmacy care. But it’s ultimately about being available for patients and dedicated to giving them the support they need.

A positive experience is essential.

"Making a difference for patients is about always listening, testing and learning.”

Kelly L., Senior Director of Digital Experience

For Saima, clinical knowledge is key to making improvements. “Being a dedicated consulting pharmacist at Optum gives me more opportunity to use my clinical background to help patients,” she says. “That’s the best part of my job.”

Nikhil keeps patients at the center of what he does. “I’m a pharmacist first, and then I’m a director of production control,” he says. “I always think of everything from a patient lens.”