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We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Customer Services


United Kingdom

Approximate Salary:

Not Specified

Position Type:

Full Time

Part-time Complaints Coordinator - Lincolnshire, UK

UHG - Lincolnshire, Lincolnshire, United Kingdom

Posted: 12/7/2018



To provide support to the Complaints Manager in order to maintain an accurate system for managing complaints, to include taking telephone queries from the customer, provision of accurate information upon request from the customer, and to support the customer in meeting its statutory obligations.  Co-ordinating complaint responses, working with the Complaints Administrator to ensure that all the complaint files are accurate and up to date and escalating to the complaints manager, as appropriate.


Primary Responsibilities:

  • Operational management
    • To have a good working knowledge in relation to the NHS Complaints Regulations; to support the effective and timely responses of complaints for Optum CSS and its customers, and have a good understanding of a range of work procedures and practices in relation to managing complaints
    • To receive and accurately log new complaints received by telephone, letter and email, as required
    • To prepare and maintain complaints files, both electronically and hard copy, to include accurately recording information on the complaints database
    • To prepare acknowledgement letters, including seeking appropriate consent, ensuring these are processed in accordance with statutory timescales
    • Follow up investigation responses in line with agreed deadlines, ensuring all information required to answer the complaint is available prior to the final deadline informing the Complaints Manager of any known delays in the process
    • Preparing draft complaints responses to non – complex complaints, with the support of the Complaints Manager
    • To provide administrative support for meetings as requested, including recording notes of such meetings and dissemination to all parties
    • Co-ordinate responses to the Parliamentary and Health Service Ombudsman (PHSO)
    • Liaison with key stakeholders to gather information as required
    • Contribute to reports and dashboards as required in conjunction with the Complaints Manager
    • Maintain up to date knowledge about best practice and complaints handling, Department of Health and NHS England policy and guidance relating to complaints and the NHS complaints regulations 2009
  • Integrated Governance
    • Under the direction of the Complaints Manager, to ensure any complaints that are identified as high risk are escalated within Optum CSS or the customer organisation, as appropriate
    • Maintain confidentiality of information about the customers and its staff, patients and their representatives, displaying awareness and knowledge of the General Data Protection Regulation (GDPR) / Data Protection Act (2018), Access to Health Records (1990) and duty of staff and patients under the Health and Safety at Work Act (1974)
  • Excellent verbal and written communication skills
  • Able to plan on-going and non-routine activities which require adjustment and forward planning
  • Able to cope with new, fluctuating and conflicting demands
  • Able to pay close attention to detail in written and electronic communication and information storage
  • Ability to analyse and interpret data, report and relevant legislation
  • Team working and flexibility for change
  • Problem solving skills
  • Excellent interpersonal skills and an ability to work with people in a stressful situation
  • The ability to deal tactfully and discreetly with matters of a confidential or sensitive nature
  • Ability to work independently and use own initiative

Required Qualifications:

  • Educated to a graduate level of education and or equivalent of a relevant professional qualification
  • NHS or customer care experience
  • Use of database for recording complaints
  • Experience with working in a customer facing environment
  • Experience producing written material and reports to a high standard
  • Experience working in a fast paced environment
  • Knowledge of NHS complaints Regulations
  • Excellent computer skills, to include the ability to use established databases, Excel, PowerPoint and Word
  • Understanding of Confidentiality and General Data Protection Act (GDPR) / Data Protection Act 2018

Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.  


Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)



Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. 


Job Keywords: Complaints, Customer Care, Customer Service, NHS, Lincolnshire, UK, United Kingdom

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