Remote Patient Relations & Service Excellence Lead

UnitedHealth Group; Worcester (MA); Remote; Confidential; Full time

Benefits offered by this job

Remote work option

Comprehensive benefits

401k contribution

Equity stock purchase

Job summary

UnitedHealth Group is seeking a Patient Relations Specialist in Massachusetts to serve as an organizational expert for escalated patient complaints across the Office of the President, payers, and regulators. The role supports quality of care initiatives and coordinates responses with executive leadership.

The position offers remote work flexibility for MA, CT, RI, NH, VT, or NY residents, with responsibilities ranging from coaching leadership to coordinating investigations and improving patient

Qualifications

• 5+ years of member/guest/patient customer service within the healthcare industry.
• Proven writing and speaking skills with the ability to respond promptly to complaints.
• Strong organizational skills, good judgement and attention to detail.
• Primary residence in MA or neighboring states (CT, RI, NH, VT or NY).

Responsibilities

• Serve as organizational resource for handling difficult, complex, and/or sensitive patient issues.
• Evaluate potential courses of action to resolve complex matters and present recommendations.
• Coordinate investigation of complaints from patients and regulatory agencies; assist CEO/CMO with prompt investigation and response.
• Utilize resources to address patient concerns and ensure timely status updates.
• Provide training to file managers and support for patient relations systems.

Skills

Customer service experience

Excellent writing and speaking skills

Strong organizational skills

Problem solving and judgement

Massachusetts residency or nearby

Tools

Epic EMR

RL Datix

Job description

UnitedHealth Group is seeking a Patient Relations Specialist in Massachusetts to serve as an organizational expert for escalated patient complaints across the Office of the President, payers, and regulators. The role supports quality of care initiatives and coordinates responses with executive leadership.

The position offers remote work flexibility for MA, CT, RI, NH, VT, or NY residents, with responsibilities ranging from coaching leadership to coordinating investigations and improving patient