Patient Relations Specialist - Massachusetts
About The Position
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. Under the general supervision of the Senior Manager, this role provides organization-wide guidance and support for complex and difficult patient issues and serves as a primary resource for internal and external constituents on patient relations and service excellence. The specialist also supports initiatives to improve quality of care and service and coordinates quality- and service-related programs. The role is remote for employees whose primary residence is in Massachusetts. Remote employees must adhere to UnitedHealth Group’s Telecommuter Policy. The position requires a Massachusetts primary residence and at least five years of healthcare customer-service experience involving members, guests, or patients.
Requirements
- At least 5 years of member, guest, or patient customer-service experience in the healthcare industry.
- Experience using electronic tools and applications relevant to the role, including phones, keyboards, computers, and computer applications.
- Excellent writing and speaking skills, including the ability to respond promptly and effectively to complaints verbally and in writing.
- Solid organizational skills, good judgment, and attention to detail.
- Primary residence in Massachusetts.
Nice To Haves
- Experience managing patient issues and feedback.
- Experience investigating complaints from patients or regulatory agencies and coordinating resolution and response.
- Experience with Epic or another EMR system.
- Experience with RL Datix or another safety event reporting system.
- Team lead or supervisory experience.
- Experience with Lean/Six Sigma tools and methodologies.
Responsibilities
- Serve as a resource for service line leadership on difficult, complex, or sensitive patient issues, providing coaching, support, and guidance.
- Evaluate potential courses of action for complex or sensitive matters and present recommendations to achieve suitable resolutions.
- Coordinate investigations of complaints from patients and regulatory agencies; intake feedback and complaints on behalf of the CEO and CMO and coordinate prompt investigation, resolution, and response.
- Use initiative, creativity, and available resources to address patient concerns.
- Provide guidance on system-related inquiries and training as needed to file managers; use the patient relations reporting system to capture, update, and close concerns and ensure timely communication with patients about resolution status or outcomes.
- Collaborate with service line leadership, Risk, and Quality Management on difficult patient matters and help develop educational programs to raise staff awareness of complaint handling.
- Review quality-of-care concerns with Risk and Quality Management to ensure adherence to applicable policies and procedures.
- Review patient feedback data and recommend improvement initiatives to service line leadership.
- Work with leadership to communicate and transfer best practices and lessons learned across the organization through written communications and meetings.
- Perform other duties as assigned.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs, subject to eligibility requirements.
- Equity stock purchase, subject to eligibility requirements.
- 401(k) contribution, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
