Patient service representive

Duly Health and Care; Glen Ellyn (IL); On-site; USD 21,000 - 32,000; Full time

Benefits offered by this job

Health benefits

Mental health benefit

Life and disability insurance

Tuition reimbursement

401(k) match

Volunteer time off

Community engagement

Parental leave

Job summary

Duly Health and Care in Glen Ellyn, IL is seeking a full-time front desk coordinator. You will greet patients, schedule appointments, verify insurance, collect copays, and coordinate with providers to improve access and reduce wait times.

Strong communication, HIPAA compliance, and experience with Epic or similar systems are preferred. Hours are Monday–Friday, 8:00am–5:00pm, with a base pay range noted and potential incentives.

Qualifications

• Experience in a patient-facing front desk role is required.
• Proficiency with scheduling systems and Epic preferred.
• Strong communication, multitasking, and attention to detail.

Responsibilities

• Greet patients and manage check-in/out and scheduling.
• Coordinate provider schedules to optimize access and reduce wait times.
• Update patient demographics and verify insurance in systems.
• Collect copays and reconcile daily transactions with accuracy.
• Answer multi-line phone system and route inquiries.
• Communicate information about clinical staff to patients.
• Schedule follow-up and in-house referrals.
• Participate in daily/weekly team huddles and share updates.
• Monitor dashboards and identify gaps to improve workflows.
• Maintain patient confidentiality per HIPAA.

Skills

Customer service

HIPAA compliance

Scheduling

EPIC experience

Phone system

Communication

Cash handling

Tools

EPIC system

Job description

At Duly Health and Care/Quincy Medical Group/The South Bend Clinic , 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.

Position Highlights:

Full-Time; 40 hours/week

Hours: Monday-Friday 8:00am-5:00pm

Location: Glen Ellyn, IL

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.

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 $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.