Patient Experience & Scheduling Specialist

Duly Health and Care; Joliet (IL); On-site; USD 21,000 - 30,000; Part time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Tuition reimbursement

401(k) match

Volunteer time off

Parental leave

Adoption/subrogacy benefit

Life and disability insurance

Mental health benefit

Job summary

Duly Health and Care Joliet is seeking a Patient Service Representative to support front desk operations, greet patients, answer phones, schedule appointments, and collect copays. You will use the EPIC EMR system to update demographics, verify insurance, and process forms, while maintaining patient confidentiality and delivering exceptional service.

The role is part-time with weekday hours and some Saturdays.

Qualifications

• Exceptional customer service skills and passion for serving others.
• Outstanding verbal and written communication skills.
• Proficiency in EPIC or similar EMR systems.
• Knowledge of medical office procedures and insurance verification.
• Skilled in operating phones, personal computers, software and other basic IT systems.
• Proficient in Microsoft Office Suite products including Excel, Word and Outlook.

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.
• Serves as a key coordinator for provider schedules, optimizing appointment availability and resource capacity to improve patient access, reduce wait times, and support timely follow-ups.
• 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

Verbal communication

Written communication

EPIC EMR

Insurance verification

Microsoft Office

Education

High School diploma or equivalent

Tools

EPIC

Excel

Word

Outlook

Job description

Duly Health and Care Joliet is seeking a Patient Service Representative to support front desk operations, greet patients, answer phones, schedule appointments, and collect copays. You will use the EPIC EMR system to update demographics, verify insurance, and process forms, while maintaining patient confidentiality and delivering exceptional service.

The role is part-time with weekday hours and some Saturdays.