Patient Relations Specialist

Patient Services Specialist – Must Live in Massachusetts

Location: Massachusetts, USA
Work Arrangement: 100% Remote – must maintain primary residence in Massachusetts
Employment Type: Full-time
Salary: $60,200–$107,400 annually
Overtime Status: Exempt

Job Description

Caring. Connecting. Growing Together.

With these values to guide us, our people are committed to making a meaningful difference in the lives of those we are honored to serve.

Our Values: Integrity, Compassion, Inclusion, Relationships, Innovation, and Performance.

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.

Position Overview

This position functions under the general supervision of the Senior Manager. The Patient Relations Specialist serves as an organizational expert for escalated patient complaints directed to corporate patient relations, The Office of the President, payers, social media, outside healthcare organizations, and regulatory agencies for Optum Massachusetts.

The position provides organization-wide guidance and support for handling complex and difficult patient issues. It assists organizational initiatives related to improving and enhancing quality of care and service for patients. It serves as a primary organizational resource to internal and external constituents on all matters related to patient relations and service excellence. It also assists with the coordination of various organizational quality and service-related programs.

If you are located in Massachusetts, you will have the flexibility to work remotely as you take on some tough challenges.

Primary Responsibilities

• Serves as an organizational resource for service line leadership regarding the handling of difficult, complex, and/or sensitive patient issues. Provides coaching, support, and guidance on the handling of difficult patient issues.

• Independently evaluates potential courses of action needed to achieve a suitable resolution to complex or sensitive matters and presents recommendations as appropriate.

• Coordinates the investigation of complaints presented by patients and/or regulatory agencies. Intakes feedback and complaints on the CEO and CMO's behalf and coordinates their prompt investigation, resolution, and response.

• Utilizes initiative, creativity, and available resources to address patient concerns.

• Serves as an organizational resource for system-related inquiries and provides training as needed to file managers. Utilizes the patient relations reporting system to capture, update, and close patient concerns and ensures a timely response to patients regarding the status or outcome of the concern resolution.

• Collaborates with service line leadership, Risk and Quality Management on the handling of difficult patients. Assists in developing educational programs to raise staff awareness of handling patient complaints.

• Reviews quality-of-care concerns with Risk and Quality Management to ensure adherence to applicable policies and procedures.

• Reviews patient feedback data and presents recommendations to service line leadership for improvement initiatives.

• Collaborates with leadership in communicating and transferring best practices and lessons learned across the organization through written communications and meetings to raise standards for handling patient complaints.

• Performs other duties as assigned.

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role, as well as provide development for other roles you may be interested in.

Required Qualifications

• 5+ years of experience in member/guest/patient customer service within the healthcare industry.

• Experience using electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer, and computer applications.

• Proven excellent writing and speaking skills, with proven ability to respond promptly and effectively to complaints both verbally and in writing.

• Proven solid organizational skills, good judgment, and attention to detail.

• Primary residence in the state of Massachusetts.

Preferred Qualifications

• Experience managing patient issues and feedback.

• Experience investigating complaints presented by patients and/or regulatory agencies and coordinating resolution and response.

• Epic experience or other EMR system.

• Experience working with RL Datix or other safety event reporting systems.

• Team Lead or supervisory experience.

• Experience with Lean/Six Sigma tools and methodologies.

Remote Work Requirements

All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Important: Applicants must have their primary residence in Massachusetts. This is not a nationwide remote position.

Salary and Benefits

Pay is based on several factors, including local labor markets, education, work experience, certifications, and other qualifications.

Annual Salary Range: $60,200–$107,400

The salary range is based on full-time employment.

Additional benefits include:

• Comprehensive benefits package.

• Incentive and recognition programs.

• Equity stock purchase program.

• 401(k) contribution.

Benefits are subject to eligibility requirements.

Company Mission and Equal Employment Opportunity

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone.

We believe everyone—of every race, gender, sexuality, age, location, and income—deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health that are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes.

We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes—an enterprise priority reflected in our mission.

OptumCare is an Equal Employment Opportunity employer under applicable law. Qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Benefits Overview

UnitedHealth Group offers benefits designed to support employees in several areas:

• Life: Resources and support to focus on what matters most in every facet of life.

• Emotional: Education, tools, and resources to help reduce and manage stress, build resilience, and more.

• Physical: Health plans and other coverage to support wellness for employees and their loved ones.

• Financial: Benefits for today and resources to help plan for the future, including retirement.