Patient Access & Care Concierge

Midwest Physicians Administrative Services, LLC dba Duly Health and Care; Arlington Heights (IL); On-site; USD 23,000 - 33,000; 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

Job summary

Duly Health and Care is seeking a Patient Service Representative to be the welcoming front line, handling check-ins, phone calls, and scheduling in a fast-paced clinic environment.

You will use EPIC to update records, verify insurance, collect copays, and maintain accurate files while upholding HIPAA standards and patient confidentiality. Join a physician-led team committed to compassionate, high-quality care.

Qualifications

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

Responsibilities

• Greets patients warmly and professionally during check-in, check-out, and appointment scheduling. Conducts regular lobby checks to maintain cleanliness and ensure patient comfort.
• Coordinate provider schedules to optimize appointment availability and resource capacity to improve patient access.
• Utilizes EPIC and other systems to accurately update patient demographics, verify insurance details, generate necessary forms, respond to emails, and ensure emergency contact information is properly documented.
• Collects copayments and service fees, issues receipts, and reconciles daily financial transactions with accuracy and attention to detail.
• Answers a multi-line phone system, takes detailed messages, routes inquiries, and makes outbound calls to schedule and confirm patient appointments.
• Clearly communicates information about Duly clinical personnel to patients and other individuals.
• Assists with scheduling follow-up and in-house Specialist referral appointments, ensuring patients are connected to appropriate services and specialists.
• Participates actively in daily and weekly team huddles to share patient updates, workflow improvements, and operational insights.
• Reviews performance dashboards daily to monitor key metrics in Scheduling & Access, Workflow, Patient Contact, and Satisfaction; identifies gaps to target and proactively escalates issues, suggests improvements, or adjusts workflows to drive results.
• Maintains strict patient confidentiality and adheres to HIPAA standards in all interactions and documentation.
• Monitors patient wait times and communicates delays with empathy and professionalism to enhance the patient experience.
• Performs additional duties and special projects as assigned to support departmental goals and improve service delivery.

Skills

Customer service

EPIC system

HIPAA compliance

Phone etiquette

Scheduling appointments

Education

High School diploma or equivalent

Tools

EPIC EMR

Job description

Duly Health and Care is seeking a Patient Service Representative to be the welcoming front line, handling check-ins, phone calls, and scheduling in a fast-paced clinic environment.

You will use EPIC to update records, verify insurance, collect copays, and maintain accurate files while upholding HIPAA standards and patient confidentiality. Join a physician-led team committed to compassionate, high-quality care.