Remote Patient Experience Specialist

UnitedHealth Group; Worcester (MA); Hybrid; USD 60,000 - 107,000; Full time

Job summary

UnitedHealth Group, through Optum Massachusetts, is seeking a Patient Relations Specialist to handle escalated patient complaints and guide organizational response. You will coordinate investigations, provide coaching to leadership, and collaborate on quality initiatives while supporting remote flexibility for MA residents.

Role emphasizes writing and communication skills, strict attention to detail, and experience with EMR systems and safety reporting tools as essential qualifications.

Qualifications

• 5+ years in healthcare member/customer/patient service.
• Experience with electronic tools and healthcare apps.
• Excellent writing and speaking skills for prompt responses.
• Primary residence in Massachusetts or neighboring state.

Responsibilities

• Acts as resource for service line leadership on complex patient issues and provides coaching.
• Coordinates investigation of complaints and ensures prompt investigation, resolution, and response.
• Files managers training on patient relations and uses reporting system to track concerns.
• Collaborates with leadership to raise standards for handling patient complaints and drives improvement.

Tools

Epic EMR

RLDatix

Job description

UnitedHealth Group, through Optum Massachusetts, is seeking a Patient Relations Specialist to handle escalated patient complaints and guide organizational response. You will coordinate investigations, provide coaching to leadership, and collaborate on quality initiatives while supporting remote flexibility for MA residents.

Role emphasizes writing and communication skills, strict attention to detail, and experience with EMR systems and safety reporting tools as essential qualifications.