Patient Experience Specialist - Front Desk

Duly Health and Care; Joliet (IL); On-site; USD 22,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Mental health benefits

Life and disability insurance

Tuition reimbursement

Immediate 401(k) match

Volunteer time off

Parental leave program

Job summary

Duly Health and Care is seeking a Patient Service Representative in Joliet, IL. You will be the first point of contact, delivering exceptional service, greeting and checking in patients, answering phones, scheduling, and handling co-pays within a busy front desk.

You will support care teams and help ensure a smooth patient experience in a collaborative, physician-led environment. The role requires at least 1 year in a medical office or front desk setting, strong communication, EPIC proficiency,

Qualifications

• Exceptional customer service and communication.
• Proficiency in EPIC or similar EMR systems.
• Knowledge of medical office procedures and insurance verification.
• Skilled in operating phones, PCs and IT systems.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Detail-oriented with strong organizational skills.
• Ability to handle sensitive information with discretion.

Responsibilities

• Greets patients warmly and professionally during check-in/out and scheduling.
• Coordinates provider schedules to optimize appointment availability.
• Updates patient demographics and verifies insurance in EPIC.
• Collects copayments, issues receipts, and reconciles daily transactions.
• Answers multi-line phone system, routes inquiries, and schedules appointments.
• Communicates information about clinical personnel to patients.
• Assists with scheduling follow-up and in-house referrals.
• Participates in daily/weekly team huddles for updates and improvements.
• Reviews dashboards to monitor metrics and identify gaps; escalates issues.
• Maintains HIPAA confidentiality in all interactions and documentation.
• Communicates delays with empathy and professionalism.
• Performs additional duties to support department goals.

Skills

Customer service

Communication skills

EPIC/EMR

Medical office procedures

IT skills

MS Office

Time management

HIPAA/compliance

Team player

Education

High School diploma

Tools

EPIC

Job description

Duly Health and Care is seeking a Patient Service Representative in Joliet, IL. You will be the first point of contact, delivering exceptional service, greeting and checking in patients, answering phones, scheduling, and handling co-pays within a busy front desk.

You will support care teams and help ensure a smooth patient experience in a collaborative, physician-led environment. The role requires at least 1 year in a medical office or front desk setting, strong communication, EPIC proficiency,