Patient Service Representative

Duly Health and Care • Lombard, IL

12d • $16 - $25 • Onsite

About The Position

The Patient Service Representative serves as a key point of contact for patients, delivering exceptional customer service and ensuring smooth front desk operations. Responsibilities include greeting and checking in patients, answering phones, scheduling appointments, collecting copayments, making outbound calls, managing referrals, and maintaining accurate records in EPIC. The role helps create a welcoming and efficient environment that supports quality care and a positive patient experience.

This position is based in Lombard and is scheduled Monday through Friday between 8:00 a.m. and 5:00 p.m. The role also includes coordinating provider schedules, supporting patient access and timely follow-ups, monitoring wait times, communicating delays, participating in team huddles, and reviewing performance dashboards to identify and address workflow opportunities. Patient confidentiality and compliance with HIPAA standards are required.

Requirements

• High school diploma or equivalent required.
• 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.
• Ability to operate phones, personal computers, software, and other basic IT systems.
• Proficiency in Microsoft Office products, including Excel, Word, and Outlook.
• Detail-oriented, with strong 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 required for phone communication.

Nice To Haves

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

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 improve appointment availability, resource capacity, patient access, wait times, and 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 accurately 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 covering Scheduling & 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 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 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 and a financial benefit for adoption and surrogacy for eligible non-physician team members.

What This Job Offers

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