[Hiring] Patient Relations Specialist @UnitedHealth Group

Role Description

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Position in this function is under general supervision of the Senior Manager. The Patient Relations Specialist serves as organizational experts 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. Provides organization-wide guidance and support for the handling of complex and difficult patient issues. Assists organizational initiatives related to improving and enhancing quality of care and service for patients. Serves as a primary organizational resource to internal and external constituents on all matters related to patient relations and service excellence. Assists with the coordination of various organizational quality and service-related programs.

If you are located in MA, CT, RI, NH, VT or NY, 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 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 to 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.

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 effectively 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 or neighboring state (Connecticut, Rhode Island, New Hampshire, Vermont or New York).

Requirements

• 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.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase.
• 401k contribution (all benefits are subject to eligibility requirements).