Patient Services Representative - Urology

Duly Health and Care•Wheaton, IL

1d•$17 - $25•Onsite

About The Position

The Patient Services Representative is a key point of contact for patients and supports smooth front desk operations in a urology practice. The role delivers customer service and helps create a welcoming, efficient environment that supports quality care and a positive patient experience. Duties include greeting and checking in patients, answering phones, scheduling appointments, collecting copayments, making outbound calls, managing referrals, and maintaining accurate records in EPIC. The position is based in Hinsdale, with travel to Wheaton, Naperville, and Bolingbrook as needed. Hours are Monday, Wednesday, and Friday from 7:45 a.m. to 4:30 p.m., and Tuesday and Thursday from 7:15 a.m. to 4:15 p.m. The stated base pay range is $17.00–$24.52; actual pay depends on factors such as 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 required.
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.
Skill operating phones, personal computers, software, and other basic IT systems.
Proficiency with 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 required for phone communication.

Nice To Haves

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

Responsibilities

Greet patients warmly and 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.
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 and access, workflow, patient contact, and satisfaction; identify gaps, escalate issues, suggest improvements, and adjust workflows.
Maintain patient confidentiality and adhere to 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.
Tuition reimbursement of up to $5,250 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.
Additional compensation may be available through shift differentials, bonuses, and other incentives.