Patient Service Representative

Duly Health and Care • Naperville, IL

3d • $17 - $24 • 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. 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 the EPIC system. The representative helps create a welcoming and efficient environment that supports quality care and a positive patient experience.

This is a 40-hour-per-week position in Family Practice at the Hobson Road location in Naperville, Illinois. The schedule is Monday through Friday, 7:45 a.m. to 5:30 p.m., plus one Saturday per month from 8:00 a.m. to 1:00 p.m.

Requirements

• High school diploma or equivalent.
• Minimum of 1 year of experience in a medical office or clinical setting is preferred.
• Prior experience in a receptionist or front desk role is strongly preferred.

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 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 and route messages, 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.
• Participate in daily and weekly team huddles to share patient updates, workflow improvements, and operational insights.
• Review performance dashboards and monitor metrics for scheduling and access, workflow, patient contact, and satisfaction; identify gaps, escalate issues, suggest improvements, or 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, 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