Lead Patient Access Conversion Specialist - Lombard - Dermatology

Midwest Physicians Administrative Services, LLC dba Duly Health and Care; Lombard (IL); On-site; USD 24,000 - 37,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Mental health benefit

Life and disability insurance

Tuition reimbursement

401(k) match

Volunteer time off

Parental leave and adoption/surrogacy

Job summary

Midwest Physicians Administrative Services, LLC dba Duly Health and Care in Lombard, IL is seeking a Lead Patient Access Conversion Specialist for Dermatology. The role focuses on coordinating care delivery, improving health outcomes, and delivering high-quality scheduling and patient interactions.

This lead role supports the team, onboarding, training, and escalation while maintaining patient confidentiality.

Qualifications

• Healthcare scheduling and patient access experience preferred.
• Strong communication and customer service skills.
• Knowledge of HIPAA and patient confidentiality requirements.

Responsibilities

• Monitor team productivity, quality, and timeliness and identify trends or opportunities for improvement.
• Review productivity metrics and communicate performance expectations to team members.
• Identify scheduling errors, workflow concerns, or recurring issues and assist with correcting them.
• Participate in quality assurance reviews and provide feedback on scheduling accuracy and patient interactions.
• Build value in programs to overcome patient objections and schedule as appropriate; partner with clinical and operational teams to schedule patients.
• Transfer clinical calls to Triage when required; participate in QA reviews to ensure outreach efforts.
• Review and update patient demographics and insurance information; verify accuracy and completeness.
• Answer switchboard calls and transfer patients to the correct department; maintain HIPAA confidentiality.

Skills

Customer service

Scheduling

HIPAA compliance

Phone etiquette

Team coordination

Job description

Lead Patient Access Conversion Specialist - Dermatology

Full-Time, 40 hours per week. Monday - Friday | 8:00am-5:00pm. Location: Lombard, IL

Benefits:

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

An indispensable member of the care team, the Patient Access Conversion Specialist, Lead, is responsible for coordinating best-class care delivery and improve health outcomes. The Patient Access Conversion Specialist, Lead, is responsible for collaborating with providers, clinical support staff, and operations to ensure patients are scheduled and seen as intended. The individual provides efficient, effective, quality customer service when scheduling appointments, explaining the purpose of appointments, providing same-day access, navigating care, validating patient demographics, and verifying coverage.

In addition to performing the responsibilities of the Patient Access Conversion Specialist, the Lead serves as a resource and subject matter expert for team members and assists leadership with daily workflow coordination, onboarding and training, troubleshooting complex issues, and maintaining quality and operational standards. The Lead helps communicate process and workflow updates, identifies opportunities for improvement, and escalates operational concerns to the appropriate leadership. It is imperative that strict patient confidentiality is maintained as well as adherence to all HIPAA guidelines.

Key Responsibilities:

• Quality and accuracy (70%) Monitor team productivity, quality, and timeliness and identify trends or opportunities for improvement.
• Assist leadership with reviewing productivity and quality metrics and communicating performance expectations to team members.
• Identify scheduling errors, workflow concerns, or recurring issues and assist with correcting them.
• Participate in quality assurance reviews and provide feedback to team members regarding scheduling accuracy, patient interactions, and adherence to department protocols.
• Build value in programs to overcome patient objections and schedule as appropriate Partners with clinical and operational teams to schedule patients Transferring clinical calls to Triage when required Participates in quality assurance reviews to ensure ongoing improvement in outreach efforts References scheduling guidelines and protocols to assure accurate scheduling Review and updates patient demographic and insurance information as needed Answers switchboard calls and transfers patients to the correct department Sends afterhours physician pages for inpatient and outpatient callers Phone Etiquette and Call wrap-up (15%) Answers incoming calls pleasantly and appropriately using the assigned greeting and name Speak clearly and professionally Wraps up call appropriately: accurately documents outreach calls, appointment scheduling, notable patient concerns, and any resources provided Participates in departmental projects, huddles, and meetings (15%) Attends meetings as required. Responsible for maintaining and obtaining accurate and current resource material Participates in the rotation of department responsibilities and performs other projects and duties related to the organization review

It is imperative that strict patient confidentiality is maintained as well as adherence to all HIPAA guidelines.

This role will report to the Practice Manager or Operational Supervisor.

If you are committed to putting our patients first and helping shape the future of care, you belong at Duly.

The compensation for this role includes a base pay range of $17.50-26.50 with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.

Let's start with what matters. People. Purpose. Care. At Duly Health and Care, we believe healthcare works best when it's personal, connected, and led by people who truly care. We are a physician-led medical group built on trusted relationships, teamwork, and a shared commitment to putting patients first in every decision we make. Our team members are caregivers, collaborators, problem-solvers, and leaders. Together, we show up with compassion, act with purpose, and take ownership of the care we deliver and the experience we create. Whether you're caring directly for patients or supporting the teams who do, your role matters here, and your voice is valued. We listen with intention, work as one, and challenge ourselves to keep improving, not for recognition, but because our patients, families, and communities count on us. Innovation at Duly isn't about chasing what's next for its own sake. It's about finding better ways to deliver high-quality, affordable, and accessible care, today and into the future. If you're looking for meaningful work, supportive teammates, and the opportunity to help shape the future of care while staying grounded in compassion and community, you'll find your place at Duly.

If you have questions, please connect with your leader or HR Business Partner for support.