Senior Patient Relations & Experience Lead (Remote)

Optum; Worcester (MA); Remote; USD 60,000 - 107,000; Full time

Benefits offered by this job

Comprehensive benefits package

Incentive and recognition programs

Equity stock purchase

401k contribution

Job summary

Optum is seeking a Patient Relations Specialist in Massachusetts to manage escalated patient complaints and provide guidance across the organization. The role supports quality and service initiatives and coordinates with senior leadership to improve patient care.

You will handle investigations, train managers, and use our reporting systems to ensure timely responses while collaborating with Risk and Quality Management on policy adherence and organizational learning.

Qualifications

• 5+ years in member/guest/patient customer service within healthcare.
• Experience with electronic tools and applications (phone, keyboard, computer apps).
• Excellent writing and speaking skills with the ability to respond promptly and effectively to complaints.

Responsibilities

• Serve as organizational resource for handling difficult patient issues and provide coaching and guidance.
• Evaluate potential actions to resolve complex matters and present recommendations.
• Coordinate investigation of complaints from patients and regulatory agencies; ensure prompt investigation and response.
• Utilize resources to address patient concerns and train managers on filing processes.
• Capture, update, and close patient concerns using the reporting system and communicate status to patients.
• Collaborate with leadership to raise staff awareness on handling complaints and participate in quality initiatives.
• Review quality concerns with Risk and Quality Management to ensure policy adherence.
• Analyze patient feedback data and present improvement recommendations to service leaders.
• Communicate best practices across the organization to raise standards in patient care.
• Perform other duties as assigned.

Skills

Healthcare CS

Written & verbal comms

Computer skills

Tools

Epic

RL Datix

Job description

Optum is seeking a Patient Relations Specialist in Massachusetts to manage escalated patient complaints and provide guidance across the organization. The role supports quality and service initiatives and coordinates with senior leadership to improve patient care.

You will handle investigations, train managers, and use our reporting systems to ensure timely responses while collaborating with Risk and Quality Management on policy adherence and organizational learning.