Patient Service Representative - Wheaton - Dermatology

Duly Health and Care•Glade Spring, VA

11d•$17 - $25•Onsite

About The Position

The Patient Service Representative in Dermatology is a key point of contact for patients, delivering exceptional customer service and ensuring smooth front desk operations. The role includes greeting and checking in patients, answering phones, scheduling appointments, collecting copayments, 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. This full-time position is based in Wheaton, with travel to other Dermatology sites for coverage if needed. The schedule is 40 hours per week: Mondays 7 a.m.–6 p.m.; Tuesdays 9 a.m.–7 p.m.; Wednesdays 7 a.m.–1:30 p.m.; Thursdays 7 a.m.–4:30 p.m.; and Fridays 7 a.m.–2 p.m.

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 EMR systems.
Knowledge of medical office procedures and insurance verification.
Ability to operate 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 1 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 regular 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 details, generate forms, respond to emails, and document emergency contact information.
Collect copayments and service fees, issue receipts, and reconcile daily financial transactions accurately.
Answer a multi-line phone system, take and route detailed messages, 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 and specialists.
Participate in daily and weekly team huddles to share patient updates, workflow improvements, and operational insights.
Review daily performance dashboards for Scheduling & Access, Workflow, Patient Contact, and Satisfaction; identify gaps, escalate issues, suggest improvements, or adjust workflows.
Maintain patient confidentiality and comply with HIPAA standards in all 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 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.
Immediate 401(k) match.
40 hours of paid volunteer time off.
Culture committed to community engagement and social impact.
12 weeks of parental leave at 100% pay.
Financial benefit for adoption and surrogacy for non-physician team members.
Additional compensation may be available through shift differentials, bonuses, and other incentives.

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