Patient Service Representative

Duly Health and Care; Bloomingdale (IL); On-site; USD 43,268,000 - 65,045,000; Full time

Job summary

Duly Health and Care is seeking a Patient Service Representative to manage front desk operations in a busy medical office. You will greet patients, schedule visits, collect co-pays, and coordinate referrals, all while ensuring a welcoming patient experience.

Primary responsibilities include updating patient demographics in EPIC, verifying insurance, and handling multi-line phone systems. Candidates should have strong communication skills and a HIPAA-conscious approach to daily tasks.

Qualifications

• High School diploma or equivalent required.
• Minimum 1 year of experience in a medical office or clinical setting preferred; receptionist/front desk experience strongly preferred.
• Exceptional customer service skills with strong verbal and written communication, HIPAA awareness, and professionalism.
• Proficient in EPIC or similar EMR systems; knowledge of insurance verification and medical office procedures.

Responsibilities

• Greet patients and check in/out; schedule appointments; collect co-pays.
• Answer a multi-line phone system; route inquiries; make outbound appointment calls.
• Update patient demographics and verify insurance in EPIC; document emergency contacts.
• Assist with scheduling follow-up and referrals; maintain accurate records.
• Participate in daily team huddles and monitor scheduling, access, and satisfaction metrics.
• Maintain patient confidentiality and manage wait times with empathy and professionalism.

Skills

Customer service

Verbal communication

Written communication

Phone system

EPIC EMR

MS Office (Excel/Word/Outlook)

Education

High School diploma or equivalent

Tools

EPIC EMR system

Microsoft Office

Job description

Qualifications

EDUCATION and / or CERTIFICATION/LICENSURE: 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 organizational 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 $15.10-22.70, 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.

Responsibilities

• 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. ESSENTIAL DUTIES AND 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.