Patient Service Representative - Primary Care

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

Benefits offered by this job

Health, dental, vision benefits

Mental health benefit

Life and disability insurance

Tuition reimbursement

401(k) match

Volunteer time off

Parental leave program

Job summary

Duly Health and Care in Schaumburg, IL is seeking a Patient Service Representative to deliver superior front desk service. You will greet patients, check them in/out, answer phones, schedule appointments, collect co-pays, and manage referrals using EPIC.

This role prioritizes HIPAA compliance, accurate records, and teamwork to ensure a smooth patient experience and efficient office operations.

Qualifications

• High School diploma or equivalent.
• Minimum 1 year of experience in a medical office preferred.
• Receptionist/front desk experience preferred.
• Strong customer-service and communication skills.

Responsibilities

• Greet patients and manage check-in/check-out and appointment scheduling.
• Answer phones, collect co-pays, and manage referrals.
• Maintain accurate patient records in the EPIC system.
• Coordinate provider schedules to optimize access and reduce wait times.
• Monitor wait times and communicate delays with empathy.
• Ensure HIPAA compliance in all interactions and documentation.

Skills

Customer service

HIPAA compliance

EPIC proficiency

Scheduling

Education

High School diploma

Tools

EPIC

Job description

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.

Patient Service Representative

• Full Time | 40 hours per week.
• Monday- Friday | Hours will vary.
• Location: Schaumburg, IL.

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.

KEY 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.

EXPERIENCE & QUALIFICATIONS

EDUCATION

• 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.

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 $17.00-$24.00, 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.