Lead Patient Access Conversion Specialist - Lombard - Dermatology

Duly Health and Care; Naperville (IL); On-site; USD 24,000 - 37,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Tuition reimbursement

401(k) match

Paid volunteer time off

Parental leave (up to 12 weeks)

Job summary

Duly Health and Care is seeking a Lead Patient Access Conversion Specialist in Lombard, IL, to coordinate care delivery, validate demographics, and ensure accurate scheduling within a Dermatology workflow.

The role emphasizes frontline leadership, mentorship, and collaboration with providers and staff to optimize access and patient experience. Compensation aligns with a base hourly rate and potential incentives; benefits are included for eligible employees.

Qualifications

• Experience delivering high-quality customer service in healthcare settings.
• Ability to manage scheduling and coordinate care across teams.
• Knowledge of HIPAA privacy and security guidelines.
• Leadership capability to support and guide staff during daily operations.

Responsibilities

• Coordinate care delivery and improve health outcomes.
• Schedule patients and explain appointment purposes to ensure timely visits.
• Provide accurate information and support through calls and emails with professionalism.
• Monitor team productivity, quality, and timeliness and identify improvement opportunities.
• Escalate operational concerns and collaborate with leadership on workflow changes.

Skills

Customer service orientation

Scheduling and appointment setting

HIPAA compliance

Team leadership

Communication skills

Job description

If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site.Lead Patient Access Conversion Specialist - DermatologyFull-Time, 40 hours per week.Monday - Friday | 8:00am-5:00pm.Location: Lombard, ILBenefits:• 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-in-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.This role will report to the Practice Manager or Operational Supervisor.KEY RESPONSIBLITIES: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 appropriatePartners with clinical and operational teams to schedule patientsTransferring clinical calls to Triage when requiredParticipates in quality assurance reviews to ensure ongoing improvement in outreach effortsReferences scheduling guidelines and protocols to assure accurate schedulingReview and updates patient demographic and insurance information as neededAnswers switchboard calls and transfers patients to the correct departmentSends afterhours physician pages for inpatient and outpatient callersPhone Etiquette and Call wrap-up (15%)Answers incoming calls pleasantly and appropriately using the assigned greeting and nameSpeak clearly and professionallyWraps up call appropriately: accurately documents outreach calls, appointment scheduling, notable patient concerns, and any resources providedParticipates in departmental projects, huddles, and meetings (15%)Attends meetings as required. Responsible for maintaining and obtaining accurate and current resource materialParticipates in the rotation of department responsibilities and performs other projects and duties related to the organization reviewIf 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 DisclosureArtificial 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.