Patient Relations Representative - Smart Care

University of Arkansas•Little Rock, AR

10h

About The Position

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.

Requirements

Bachelor’s degree in Management, Healthcare or related field plus 3 years’ experience in healthcare revenue cycle related functions OR a 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 operation system
Excellent telephone etiquette skills
Must have strong problem-solving skills, critical thinking skills, and the ability to multi-task

Responsibilities

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.