Patient Development Representative

Midwest Physicians Administrative Services, LLC dba Duly Health and Care; Highland Oaks (GA); On-site; USD 46,849,000 - 57,308,000; Full time

Benefits offered by this job

Medical benefits

Mental health support

Life insurance

Tuition reimbursement

401(k) match

Volunteer time off

Parental leave

Adoption support

Job summary

Duly Health and Care in Georgia is seeking a Patient Development Specialist to be the first voice for patients, handling inbound and outbound calls, converting interest into scheduled visits, and verifying patient information while delivering HIPAA-compliant service.

On every call you will match patients to local providers, confirm insurance coverage, and guide them toward a booked appointment with a warm, professional approach.

Qualifications

• High School diploma or GED required; some college or an Associate’s degree a plus.
• 1+ year in a customer-facing role with sales, retail, hospitality, customer service, or a call center, with targets.
• Healthcare or appointment-scheduling experience preferred.

Responsibilities

• Convert calls to booked appointments.
• Guide callers through the call model: greet warmly, verify identity, understand need, match a provider, confirm insurance, book appointment.
• Documents call outcomes and follows HIPAA and data-privacy requirements.
• Meets or exceeds call-to-booking and appointment-booking targets.
• Uses warm, genuine tone to build trust and move calls toward a scheduled visit.
• Follows up on leads, callbacks, and voicemails to maximize bookings.
• Provides warm, compassionate, and professional service on every interaction.
• Listens actively, adapts tone to the patient, de-escalates concerns with composure.
• Coaching, QA: participates in coaching, call reviews, and QA scoring, applies feedback.
• Meets QA standards on the QA Score Card.
• Takes ownership of personal development toward conversion goals.
• Collaborates with teammates and providers to resolve issues and share best practices.

Skills

Active listening

Rapport building

Phone communication

Persuasion

Time management

Organization

Coachability

Customer service

Education

High School diploma or GED

Some college or associate's degree

Tools

Five9

Epic

Job description

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 Specialist

The 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 Appointments
• Guides 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 appointment
• Documents call outcomes and follows all HIPAA and data-privacy requirements
• Meets or exceeds individual call-to-booking conversion and appointment-booking targets
• Uses acknowledgement statements and a warm, genuine tone to build trust and move each call toward a scheduled visit
• Follows up promptly on leads, callbacks, and voicemails to capture every opportunity to book
• Provides warm, compassionate, and professional service on every interaction
• Listens actively, adapts tone and pace to the patient, and de-escalates concerns with composure while creating and maintaining positive patient satisfaction throughout
• Coaching, Quality & Growth Participates in coaching, call reviews, and QA scoring, and applies feedback to improve conversion
• Meets quality assurance standards on the QA Score Card
• Takes ownership of personal development toward conversion goals and career growth
• Collaborates with teammates, supervisors, and providers to resolve issues and share what works
• Surfaces recurring patient questions or process gaps and suggests improvements
• Uses the knowledge base and tools (Five9, Epic, and others) effectively and keeps skills current

Minimum Education and Experience Required

Level of Education High School diploma or GED required; some college or an Associate’s degree a plus No certification, registration or license required Years of Experience Mandatory: 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 Role 1–2 years

Minimum Knowledge, Skills, and Abilities (KSA)

• Knowledge of a consultative call flow and how to guide a caller from greeting to a booked appointment
• Basic understanding of, or ability to quickly learn, insurance concepts such as in-network versus out-of-network coverage
• Skill in active listening, building rapport, and clear, professional phone communication
• Skill in guiding and persuading patients toward scheduling while staying compassionate and patient-first
• Ability to work toward and consistently hit individual conversion and productivity targets
• Ability to stay organized and accurate while handling a high volume of calls
• Ability to receive coaching and feedback and quickly put it into practice

Compensation

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 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.

About Our Culture

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.