Patient Relations Representative
University of Arkansas for Medical Sciences
Summary
The Smart Care Patient Relations Representative coordinates and enhances access to care for UAMS employees ensuring complete confidentiality and work to ensure an optimal level of service at the University of Arkansas for Medical Sciences Ambulatory Services. The Smart Care Patient Relations Representative facilitates coordination of appointments and providers ensuring all special needs have been met.
Job description
Summary of Job Duties
The Smart Care Patient Relations Representative coordinates and enhances access to care for UAMS employees ensuring complete confidentiality and work to ensure an optimal level of service at the University of Arkansas for Medical Sciences Ambulatory Services. The Smart Care Patient Relations Representative facilitates coordination of appointments and providers ensuring all special needs have been met.
Job Requirements
- Greet and assist patients and visitors with courtesy and professionalism, both in-person and via digital/phone platforms.
- Respond to patient concerns, complaints, and feedback, ensuring timely resolution or appropriate escalation.
- Facilitate access to Smart Care services such as virtual visits, remote monitoring, online scheduling, or health education tools.
- Coordinate communication between patients, clinical teams, and administrative departments to support continuity of care.
- Document all interactions and service resolutions in patient experience or CRM systems accurately and confidentially.
- Provide patients with information about hospital services, policies, rights, and responsibilities.
- Support service recovery efforts by acknowledging issues, showing empathy, and taking ownership of solutions.
- Assist with patient satisfaction initiatives, surveys, and feedback analysis.
- Monitor wait times, patient flow, and service delivery to proactively identify and resolve service gaps.
Requirements
- Bachelor's degree in Management, Healthcare or related field plus 3 years' experience in healthcare revenue cycle related functions OR High school diploma/GED plus 7 years' experience in healthcare revenue cycle
- Must be able to perform basic operations on a computer within the Windows operating system
- Excellent telephone etiquette skills
- Must have strong problem-solving skills, critical thinking skills, and the ability to multi-task
Benefits
- Medical, Dental & Vision
- Holiday, Vacation & Sick Leave
- Education discount
- Retirement up to 10% match
- Basic Life Insurance
- Career Training
- Merchant Discounts
- Concierge prescription delivery
Company overview
The University of Arkansas for Medical Sciences (UAMS) is Arkansas' only comprehensive academic health sciences university and the state's largest public employer. Founded in 1879 by eight physicians, UAMS has evolved into a statewide health system encompassing six colleges: Medicine, Pharmacy, Nursing, Health Professions, Public Health, and Graduate School. As a premier academic medical center, UAMS combines education, research, and clinical care through its UAMS Medical Center, which serves as Arkansas' only adult Level 1 trauma center and the state's sole provider of adult kidney, liver, and pancreas transplants. The institution operates with a $1.3 billion budget and generates over $100 million in annual research funding, maintaining internationally recognized programs in multiple myeloma, aging, and other specialized areas. UAMS supports over 3,000 students, 900 medical residents and fellows, and maintains affiliations with Arkansas Children's Hospital and the Central Arkansas Veterans Healthcare System. With eight regional campuses across Arkansas, UAMS provides extensive community outreach and telehealth services, ensuring healthcare access throughout the state while contributing approximately $3.92 billion annually to Arkansas' economy.