Patient Service Representative

Duly Health and Care; Naperville (IL); On-site; USD 23,000 - 34,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Mental health support

Life insurance

Disability insurance

Tuition reimbursement

401(k) match

Volunteer time off

Parental leave

Adoption assistance

Job summary

Duly Health and Care in Naperville is seeking a Patient Service Representative to greet patients, schedule appointments, verify insurance, and handle payments in a fast-paced front desk role. You will use EPIC to maintain accurate records and support efficient patient access.

The role emphasizes excellent customer service, teamwork, and HIPAA-compliant practices while contributing to a positive patient experience across a physician-led care network.

Qualifications

• High School diploma or equivalent required.
• Experience in a medical office or front desk is preferred.
• Excellent customer service and communication skills.

Responsibilities

• Greet and check in patients; manage appointment scheduling.
• Answer phones, route inquiries, and make outbound calls for appointments.
• Collect copays and receipts; reconcile daily financials with accuracy.

Skills

Customer service

Communication

Microsoft Office

Insurance verification

Data entry

Education

High School diploma

Tools

EPIC EMR

Job description

If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site.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 center of everything we do.With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.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.Job SummaryPatient Service Representative- NapervilleSchedule: Hours Vary based on coverage needs.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.EDUCATION and / or CERTIFICATION/LICENSURE:High School diploma or equivalent requiredEXPERIENCE:Minimum 1 year of experience in a medical office or clinical setting preferredPrior experience in a receptionist or front desk role strongly preferredKNOWLEDGE 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 periodsVision must be correctable to 20/20; normal hearing required for phone communication If you are committed to putting our patients first and helping shape the future of care, you belong at Duly.The compensation for this role includes a base pay range of $16.34 - $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 DisclosureArtificial 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.