Patient Development Representative

Duly Health and Care; Downers Grove (IL); On-site; USD 46,849,000 - 57,308,000; Full time

Job summary

Duly Health and Care in Downers Grove, IL seeks a Patient Development Specialist to convert calls into booked visits, guiding callers from greeting to scheduling with HIPAA-compliant care.

You will verify patient information, match to local providers, confirm insurance, and document outcomes while delivering warm, professional service and hitting conversion targets.

Qualifications

• Proven communication skills for patient-facing calls.
• Understanding of insurance concepts and HIPAA basics.
• Ability to hit individual conversion targets while delivering patient-first service.

Responsibilities

• Convert calls to booked appointments and guide patients end-to-end.
• Verify patient identity and understand caller needs.
• Match to local providers and confirm insurance coverage.
• Book appointments and maintain HIPAA-compliant records.
• Accept coaching and feedback to improve conversion and QA scores.

Skills

Active listening

Building rapport

Phone communication

Guiding scheduling

Conversion targets

Organization

Coaching adoption

Education

High School diploma or GED

Some college/Associate degree

Tools

Five9

Epic

Job description

If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site.At Duly Health and Care you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do.With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.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.Patient Development SpecialistThe Patient Development Specialist is often the first voice a patient hears from Duly Health and Care. In this inside sales role, the employee handles inbound and outbound patient calls and converts patient interest into booked appointments, guiding each caller warmly and efficiently from greeting to a scheduled visit. On every call, the employee verifies patient information, understands the caller’s needs, matches the patient to the right local provider, confirms insurance coverage, and books the appointment, all while delivering compassionate, HIPAA-compliant service. Success is measured primarily by call-to-booking conversion and the quality of the patient experience delivered on each call.Responsibilities:Convert Calls to Booked AppointmentsGuides each patient through the call model: greet warmly, verify identity (name and date of birth for HIPAA), understand the need, match a local provider, confirm insurance coverage, and book the appointmentDocuments call outcomes and follows all HIPAA and data-privacy requirementsMeets or exceeds individual call-to-booking conversion and appointment-booking targetsUses acknowledgement statements and a warm, genuine tone to build trust and move each call toward a scheduled visitFollows up promptly on leads, callbacks, and voicemails to capture every opportunity to bookProvides warm, compassionate, and professional service on every interactionListens actively, adapts tone and pace to the patient, and de-escalates concerns with composure while creating and maintaining positive patient satisfaction throughoutCoaching, Quality & GrowthParticipates in coaching, call reviews, and QA scoring, and applies feedback to improve conversionMeets quality assurance standards on the QA Score CardTakes ownership of personal development toward conversion goals and career growthCollaborates with teammates, supervisors, and providers to resolve issues and share what worksSurfaces recurring patient questions or process gaps and suggests improvementsUses the knowledge base and tools (Five9, Epic, and others) effectively and keeps skills currentMINIMUM EDUCATION AND EXPERIENCE REQUIREDLevel of EducationHigh School diploma or GED required; some college or an Associate’s degree a plusNo certification, registration or license requiredYears of ExperienceMandatory: 1+ year in a customer-facing role such as sales, retail, hospitality, customer service, or a call center, with comfort working toward goals or targets.Preferred: Experience in inside sales, sales development (SDR/BDR), or a call center; healthcare or appointment-scheduling experience.Expected Time in Role1–2 yearsMINIMUM KNOWLEDGE, SKILLS, AND ABILITIES (KSA)Knowledge of a consultative call flow and how to guide a caller from greeting to a booked appointmentBasic understanding of, or ability to quickly learn, insurance concepts such as in-network versus out-of-network coverageSkill in active listening, building rapport, and clear, professional phone communicationSkill in guiding and persuading patients toward scheduling while staying compassionate and patient-firstAbility to work toward and consistently hit individual conversion and productivity targetsAbility to stay organized and accurate while handling a high volume of callsAbility to receive coaching and feedback and quickly put it into practiceIf 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 $16.35-$20.00, 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.