Patient Service Representative

Duly Health and Care • Rock Hill, SC

12d • $17 - $25 • Onsite

About The Position

The Patient Service Representative is a key point of contact for patients and supports smooth front desk operations in Duly Health and Care’s Pain Management service. The role provides a welcoming, efficient patient experience through check-in and check-out, appointment scheduling, phone support, payment collection, referral coordination, and accurate recordkeeping in EPIC. The position is based at the Rolling Ridge clinic in Naperville and may require travel to other sites, including another Naperville site, to provide coverage.

This is a full-time, 40-hour-per-week position. Hours vary Monday through Friday between 7:30 a.m. and 5:00 p.m.; for work in the ASC clinic, hours are 6:15 a.m. to 4:15 p.m. Compensation has a base pay range of $17.00–$24.52, with actual pay determined by factors including skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives.

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.
• Ability to operate phones, personal computers, software, and basic IT systems.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.
• Strong attention to detail, organization, and time management.
• Ability to handle sensitive information with discretion.
• Positive, professional, collaborative, and adaptable attitude.
• Ability to sit, stand, walk, bend, and stretch for extended periods.
• Correctable vision 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.
• Previous receptionist or front desk experience.

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, 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.
• Communicate information about Duly clinical personnel to patients and others.
• Schedule follow-up and in-house specialist referral appointments and 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 covering Scheduling & Access, Workflow, Patient Contact, and Satisfaction; identify gaps, escalate issues, suggest improvements, and adjust workflows.
• Maintain patient confidentiality and comply with HIPAA standards in interactions and documentation.
• Monitor patient wait times and communicate delays with empathy and professionalism.
• 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.
• 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.

What This Job Offers

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