Patient Service Representative - Westmont - MSK

Duly Health and Care • Westmont, IL

12d • $15 - $23 • Onsite

About The Position

The Patient Service Representative is a key point of contact for patients and supports smooth front desk operations in an Ortho/Podiatry/Spine/Physiatry setting. The role delivers customer service through patient check-in and check-out, appointment scheduling, phone support, copayment collection, outbound calls, referral management, and accurate recordkeeping in EPIC. The representative helps create a welcoming, efficient environment that supports quality care and a positive patient experience.

This is a full-time position scheduled for 40 hours per week, Monday through Friday from 8:00 a.m. to 4:30 p.m., at the Westmont MOB. Travel to other sites may be required for coverage. The role requires a high school diploma or equivalent. At least one year of medical office or clinical-setting experience is preferred, as is prior receptionist or front desk experience. Compensation has a base pay range of $15.10–$22.70; actual pay depends on 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.
• Skill operating phones, personal computers, software, and basic IT systems.
• Proficiency in Microsoft Office Suite, including Excel, Word, and Outlook.
• Detail orientation and 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 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 accurately.
• 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 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 performance dashboards daily for scheduling and access, workflow, patient contact, and satisfaction metrics; identify gaps, escalate issues, suggest improvements, and adjust workflows as needed.
• Maintain patient confidentiality and comply with 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.
• 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.

What This Job Offers

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