Patient Service Rep

Duly Health and Care; New Lenox (IL); On-site; USD 23,000 - 33,000; Full time

Job summary

Duly Health and Care in Illinois is seeking a Patient Service Representative to be the welcoming face of our front desk, greeting patients, checking in and handling routine scheduling in a fast-paced clinical office. You will manage phone calls, verify insurance, collect copays, update EPIC records, and coordinate referrals while maintaining HIPAA standards and delivering exceptional customer service.

This role requires strong communication, proficiency with EPIC, and teamwork to support daily

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 during check-in and check-out and assists with scheduling.
• Answers a multi-line phone system, takes messages, routes inquiries, and schedules appointments.
• Collects copayments and service fees, issues receipts, and reconciles daily transactions.
• Uses EPIC and other systems to update demographics, verify insurance, and document information.
• Coordinates referrals and assists with scheduling follow-up and specialist appointments.
• Maintains patient confidentiality and adheres to HIPAA standards.

Skills

Customer service

EPIC EMR

Front desk

Phone systems

Microsoft Office

Data entry

HIPAA compliance

Communication

Time management

Discretion

Education

High School diploma or equivalency

Tools

EPIC EMR

Microsoft Office

Job description

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 centre of everything we do.

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.

Hours

Monday- Wednesday 8:30am -5pm; Thurs 8:30am -7pm; Fri 7:30am-4:15pm

Saturdays on a rotating basis, 7:30am -12:30pm or 8:30am -1:30pm

The Patient Service Representative serves as a key point of contact for patients, delivering exceptional customer service and ensuring smooth front desk operations. This role includes but is not limited to greeting and checking in patients, answering phones, scheduling appointments, collecting co-pays, outbound calling, referral management, and maintaining accurate records in the EPIC system. The Patient Service Representative helps create a welcoming and efficient environment that supports quality care and a positive patient experience.

• 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.
• Utilises 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.

Qualifications

• High School diploma or equivalent required

Experience

• Minimum 1 year of experience in a medical office or clinical setting preferred
• Prior experience in a receptionist or front desk role strongly preferred

Knowledge, Skills and Abilities

• 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.
• Detail-oriented with excellent organisational and time management skills.
• Ability to handle sensitive information with discretion.
• Positive, professional, collaborative, and adaptable attitude.

Physical and Mental Demands

• Ability to sit, stand, walk, bend, and stretch for extended periods
• Vision must be correctable to 20/20; normal hearing required for phone communication
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

The compensation for this role includes a base pay range of $17.00 -24.52, 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.