Patient Service Representative - Physical/Occupational Therapy

Duly Health and Care; Aurora (IL); On-site; USD 20,801 - 31,271; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision benefits

$5,250 tuition reimbursement per year

Immediate 401(k) match

40 hours paid volunteer time off

Up to 12 weeks parental leave at 100% pay

Job summary

Duly Health and Care is seeking a full-time Patient Service Representative in Aurora, primarily working between Aurora Westbrook and Aurora Marketplace clinics. The role involves greeting patients, coordinating appointments, and ensuring accurate patient information is maintained. Candidates should have a high school diploma and preferably experience in a medical office.

We offer comprehensive benefits including medical, dental, and tuition reimbursement, alongside a culture committed to community engagement.

Qualifications

• Exceptional customer service skills and passion for serving others.
• Outstanding verbal and written communication skills.
• Detail-oriented with excellent organizational and time management skills.

Responsibilities

• Greet patients warmly and maintain cleanliness.
• Optimize provider schedules for patient access.
• Accurately update patient information and verify insurance.

Skills

Customer service skills

Communication skills

Proficiency in EPIC

Knowledge of medical office procedures

Microsoft Office Suite

Education

High school diploma or equivalent

Tools

EPIC or similar EMR systems

Microsoft Excel

Microsoft Word

Outlook

Job description

Overview

Patient Service Representative – Aurora – Physical/Occupational Therapy

Position Highlights

• Full-Time, 40 hours
• Hours:
• Mon/Wed: Hawthorne: 8:30am-6:15pm
• Tues/Thurs: Marketplace: 8:00am-4:30pm
• Friday: Marketplace: 7:30am-1:00pm
• Location: Aurora Westbrook and Aurora Marketplace clinics – working between both sites
• Travel: Expected to travel to other sites for coverage if necessary

Benefits

• Comprehensive medical, dental, and vision benefits, including 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 financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met

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 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 Certification

• 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

Compensation

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.