Patient Development Representative

Duly Health and Care•Downers Grove, IL

5d•$21 - $31•Hybrid

About The Position

The Patient Development Specialist is often the first voice a patient hears from Duly Health and Care. In this inside sales role, the employee handles inbound and outbound patient calls and converts patient interest into booked appointments, guiding each caller warmly and efficiently from greeting to a scheduled visit. On every call, the employee verifies patient information, understands the caller’s needs, matches the patient to the right local provider, confirms insurance coverage, and books the appointment while delivering compassionate, HIPAA-compliant service. Success is measured primarily by call-to-booking conversion and the quality of the patient experience delivered on each call. The role is full-time, Monday through Friday, with a schedule of either 8:00–4:30 or 9:00–5:30. It is based in Downers Grove, Illinois, with a hybrid onsite arrangement. The expected time in role is 1–2 years.

Requirements

High school diploma or GED.
At least 1 year in a customer-facing role such as sales, retail, hospitality, customer service, or a call center, with comfort working toward goals or targets.
Knowledge of a consultative call flow and how to guide a caller from greeting to a booked appointment.
Basic understanding of insurance concepts such as in-network versus out-of-network coverage, or ability to learn them quickly.
Active listening, rapport-building, and clear, professional phone communication skills.
Ability to guide and persuade patients toward scheduling while remaining compassionate and patient-first.
Ability to work toward and consistently meet individual conversion and productivity targets.
Ability to stay organized and accurate while handling a high volume of calls.
Ability to receive coaching and feedback and quickly put it into practice.

Nice To Haves

Some college or an Associate’s degree.
Experience in inside sales, sales development (SDR/BDR), or a call center.
Healthcare or appointment-scheduling experience.

Responsibilities

Guide each patient through the call model: greet warmly, verify identity using name and date of birth for HIPAA, understand the need, match a local provider, confirm insurance coverage, and book the appointment.
Document call outcomes and follow HIPAA and data-privacy requirements.
Meet or exceed individual call-to-booking conversion and appointment-booking targets.
Use acknowledgement statements and a warm, genuine tone to build trust and move calls toward a scheduled visit.
Follow up promptly on leads, callbacks, and voicemails to capture booking opportunities.
Provide warm, compassionate, and professional service on every interaction.
Listen actively, adapt tone and pace to the patient, and de-escalate concerns with composure while maintaining positive patient satisfaction.
Participate in coaching, call reviews, and QA scoring, and apply feedback to improve conversion.
Meet quality assurance standards on the QA Score Card.
Take ownership of personal development toward conversion goals and career growth.
Collaborate with teammates, supervisors, and providers to resolve issues and share effective practices.
Surface recurring patient questions or process gaps and suggest improvements.
Use the knowledge base and tools, including Five9 and Epic, effectively and keep skills current.

Benefits

Comprehensive medical, dental, and vision benefits, including healthcare navigation assistance.
Mental health benefit at no cost.
Employer-provided life and disability insurance.
$5,250 tuition reimbursement per year.
Immediate 401(k) match.
40 hours of paid volunteer time off.
Culture committed to community engagement and social impact.
Up to 12 weeks of parental leave at 100% pay, once eligibility requirements are met.
Financial benefit for adoption and surrogacy for non-physician team members, once eligibility requirements are met.
Additional compensation may be available through shift differentials, bonuses, and other incentives.