Optum offers personal health management solutions by delivering an integrated, cohesive approach to managing the health of consumers and their families, one person at a time. More than 33 million people now enjoy Optum's services through health plans, employers, membership organizations, associations, the government, the military and marketing organizations. Access to these services is  consumer-directed through phone conversations, in-person meetings, Internet applications, audio recordings, newsletters and reference books. 1,200 nurses at 20 customer care centers nationwide serve more than 33 million individuals in both the private and public sectors.

Pfizer Pharmaceuticals is the world's largest research-based pharmaceutical company taking new approaches to better health: discovering, developing, manufacturing and delivering quality, safe and effective prescription medicines to treat and help prevent disease for both people and animals.  Pfizer also partners with health care providers, governments and local communities around the world to expand access to their medicines and to provide better quality health care and health system support. 

Project Summary

Managed the negotiation of the contract with the drug developer and developed the plan to build and staff a new call centre, to support the introduction of a new pharmaceutical product (Rebatron) in Direct-to-Consumer and Direct-to-Patient programs.

Requirement

Pfizer was interested in having Optum establish a new call centre, staffed with health care professionals, focused on providing Direct-to-Consumer and Direct-to-Patient consultations for a new medication for hepatitis C.

To date, a broad statement of understanding had been agreed, but no formal quotation and agreement had been written

Approach

• Background documentation was reviewed to understand the organizations and history and their business goals and activities to-date.
• In a management workshop at Optum, a draft agreement and a schedule for implementation were prepared from the consultant’s experience.  The drafts became the basis for the final agreement and plan.
• Shuttling between New Jersey and Minnesota, the details were worked out, documented and agreed so that a formal signing of the agreement by executives became a formality.
• The agreement identified joint, and individual, roles and responsibilities, rate schedules, budgets, performance (service levels) criteria, measurement and reporting, dispute resolution, and dissolution provisions.