How Optum Infusion Pharmacy supports patients with bleeding disorders

People living with a bleeding disorder and their caregivers often face difficult decisions about treatment and care. The challenges of managing the condition and planning for the future can leave them feeling isolated and alone. 

Rosalie (Rosie) Johnson knows all of this firsthand. Her son was diagnosed with a bleeding disorder called hemophilia when he was just an infant. “It was a very challenging time for me,” she says. “But I learned there are so many resources. People with hemophilia can do anything they want. As long as they take care of their bodies and administer their medication as their providers prescribe it, they can lead a normal life.” 

Her own experience with the bleeding disorders community helped her gain confidence and perspective. It also led her to Optum® Infusion Pharmacy, where she could give back in a meaningful way. 

At Optum Infusion Pharmacy, care goes beyond delivering medication. It’s about understanding the real-life experiences of the people behind each prescription. For Rosie, that understanding began with her own journey as a parent of a child with hemophilia.

As part of Optum Infusion Pharmacy’s care team, Rosie helps connect patients and families to the information, resources and support they need to manage rare bleeding disorders. She works with pharmacists, coordinators and clinical teams to make care more personalized and accessible. 

“As a patient liaison, I'm here to assist my patients with any barriers that they might have, whether it be financial, resources, programs or education,” she says. “I can help them navigate their bleeding disorder, get their medication on time and educate them about their conditions and the resources available for them.” 

But what sets Rosie apart is the perspective she brings to every interaction. Because she’s lived it, she knows how to help. That’s real empathy.

She helps patients understand their condition, stay on track with treatment, and find educational resources and copay assistance programs tailored to their needs. From explaining the clotting process in simple terms to guiding families through life transitions, her work is rooted in making complex information easier to understand and apply.

“It’s about meeting people where they’re at,” says Rosie. “To have a person that has your back and will make sure that you have your medication, stay compliant and also provide you with resources and programs that might be beneficial to living a better life is important.”

As a bilingual liaison, Rosie also plays a critical role in supporting Spanish-speaking families. She knows that language can be a barrier to understanding care — and that trust often begins with clear and comfortable communication. 

Her ability to provide education and support in English and Spanish helps more families feel supported, informed, included and empowered to make decisions about their health.

Through her work, Rosie emphasizes that bleeding disorders don’t just affect individuals — they affect entire families. “It’s important to have that extra support,” she says. “Having someone who will go beyond the norm to help makes a difference.” 

Optum Infusion Pharmacy provides bleeding disorder support through a care team model that includes pharmacists, patient care coordinators, benefits specialists and patient liaisons. “It's more about just getting your medication delivered,” says Rosie. “The Optum care team model is designed to put the patient first.” Together, the team helps patients get their medication on time, financial guidance and ongoing support.

Rosie’s role within that team is deeply personal. She stays connected with patients throughout their journey by checking in, answering questions and helping them stay on track with care.

Beyond one-on-one support, Rosie is also deeply involved in education and community outreach. She leads programs for children, teens and families to help them better understand bleeding disorders and how to live healthy, active lives.

She uses books, workshops, interactive programs and more to make learning more approachable — especially for young patients who are just beginning to understand their condition. Take Pablo, for example.

“I met Pablo when he was about 6 years old,” says Rosie. “My son is the same age, and they would go to camp together and other community events. So, we developed a really close relationship with his family.” She’s been a patient liaison for Pablo for the past 5 years. “It's not uncommon for patient liaisons to have a personal connection,” she says. “Those personal connections are part of who we are.” Read more about Pablo’s story of living with severe hemophilia. 

Her goal is to help patients build confidence, not fear. “Hemophilia can be invisible because a lot of the bleeding could happen inside the body, so it's not noticeable outside,” she says. “So, they may be in pain all the time. That has a psychological effect on a child who is asked to play chess instead of soccer, so that they might not hurt themselves.” Rosie also helps patients get an Optum StrapWrap®, which stores medical information that emergency responders can quickly access.

She makes education fun and approachable. “The Factor Funnies is a program where we teach kids how to make a comic strip with regards to what hemophilia means to them and their family,” she says. She also uses the Nate book series as a teaching tool. “I am Nate, It’s Always about Nate, The Great Inhibinator,” she says. “These books help children understand that they're not alone with this condition and what their day looks like.”

In addition, Rosie helps people live a healthy lifestyle. “Just because you have hemophilia doesn't mean that you can't be active, whether that’s walking to the mailbox to pick up your mail or walking your dog,” she says.

For Rosie, being a patient liaison is more than a role — it’s a way to stay connected to a community that once supported her.

“It’s such a privilege to serve my community,” she says. “I feel like I’m supporting my family. I love this job because I love waking up to my why.” Many people need extra support living with a bleeding disorder. “I'm their resource and an expert in navigating this condition,” she says. “Not only in terms of knowing what it feels like and being part of the community, but also, the challenges that we face with financial barriers and access to additional resources.”

“Optum goes above and beyond to take care of their patients,” says Rosie. “Just the mere fact that we have patient liaisons, somebody who understands and prioritizes the patient and walks them through the process from onboarding through start of care. That’s a unique role.”

Rosie’s personal experience helps her be fully present for her patients. “When my son was diagnosed at birth with hemophilia, he was a first-generation hemophiliac, so I was very new to this world,” she says. 

“I don't think that I could have navigated this bleeding disorder condition all on my own. Personal connections and building relationships are very important to me. Developing that trust, knowing that when somebody has a problem or needs a resource or help with somebody, that I'll be the first person they'll call gives me a lot of pride and joy.”