Patient Service Representative

Duly Health and Care • Naperville, IL

22d • $16 - $25 • Onsite

About The Position

The Patient Service Representative is a key patient contact who provides exceptional customer service and supports smooth front desk operations. The role includes greeting and checking in patients, answering phones, scheduling appointments, collecting co-pays, making outbound calls, managing referrals, and maintaining accurate records in EPIC. The representative helps create a welcoming and efficient environment that supports quality care and a positive patient experience.

The position serves as a coordinator for provider schedules, supports patient access and timely follow-ups, maintains patient records and insurance information, handles payments, and helps connect patients with appropriate services. It also involves participating in team huddles, reviewing performance dashboards, monitoring wait times, protecting patient confidentiality, and supporting departmental goals and service improvements.

Requirements

• High school diploma or equivalent.
• Exceptional customer service skills and a passion for serving others.
• Outstanding verbal and written communication skills.
• Proficiency in EPIC or similar electronic medical record systems.
• Knowledge of medical office procedures and insurance verification.
• Skill in operating phones, personal computers, software, and other basic IT systems.
• Proficiency in Microsoft Office Suite, including Excel, Word, and Outlook.
• Detail-oriented, with excellent organizational and time-management skills.
• Ability to handle sensitive information with discretion.
• Positive, professional, collaborative, and adaptable attitude.
• Ability to sit, stand, walk, bend, and stretch for extended periods.
• Vision correctable to 20/20 and normal hearing for phone communication.

Nice To Haves

• At least one year of experience in a medical office or clinical setting.
• Prior experience in a receptionist or front desk role.

Responsibilities

• Greet patients professionally during check-in, check-out, and appointment scheduling; conduct lobby checks to maintain cleanliness and patient comfort.
• Coordinate provider schedules to optimize appointment availability and resource capacity, improve patient access, reduce wait times, and support timely follow-ups.
• Use EPIC and other systems to update patient demographics, verify insurance, generate forms, respond to emails, and document emergency contact information.
• Collect copayments and service fees, issue receipts, and reconcile daily financial transactions.
• Answer a multi-line phone system, take detailed messages, route inquiries, and make outbound calls to schedule and confirm appointments.
• Clearly communicate information about Duly clinical personnel to patients and others.
• Schedule follow-up and in-house specialist referral appointments to connect patients with appropriate services.
• Participate in daily and weekly team huddles to share patient updates, workflow improvements, and operational insights.
• Review daily performance dashboards for scheduling and access, workflow, patient contact, and satisfaction; identify gaps, escalate issues, suggest improvements, and adjust workflows.
• Maintain patient confidentiality and follow HIPAA standards in interactions and documentation.
• Monitor patient wait times and communicate delays empathetically and professionally.
• Perform additional duties and special projects as assigned to support departmental goals and improve service delivery.

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 annual tuition reimbursement.
• Immediate 401(k) match.
• 40 hours of paid volunteer time off.
• Up to 12 weeks of parental leave at 100% pay, subject to eligibility requirements.
• Financial benefit for adoption and surrogacy for non-physician team members, subject to eligibility requirements.
• Additional compensation may be available through shift differentials, bonuses, and other incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED