Patient Services & Scheduling Coordinator

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

Benefits offered by this job

Comprehensive medical, dental, and vis

Mental health benefit at no cost

Employer provided life and disability

Tuition reimbursement $5,250/year

Immediate 401(k) match

40 hours paid volunteer time off

Community engagement and social impact

Job summary

Duly Health and Care is seeking a Patient Service Representative to be the welcoming face of our front desk. You will check in patients, schedule appointments, collect copays, answer calls, and manage referrals with accuracy in the EPIC system.

You will ensure a smooth patient experience, verify insurance details, update records, and support daily team goals while maintaining confidentiality and a positive, professional attitude.

Qualifications

• 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.

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.

Skills

Customer service

Verbal communication

Written communication

HIPAA awareness

Discretion

Team player

Phone etiquette

IT literacy

Education

High School diploma or equivalent

Tools

EPIC

Microsoft Office

Job description

Duly Health and Care is seeking a Patient Service Representative to be the welcoming face of our front desk. You will check in patients, schedule appointments, collect copays, answer calls, and manage referrals with accuracy in the EPIC system.

You will ensure a smooth patient experience, verify insurance details, update records, and support daily team goals while maintaining confidentiality and a positive, professional attitude.