PSR- Patient Service Representative

Duly Health and Care; Colorado; On-site; USD 21,000 - 32,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Mental health benefit

Life and disability insurance

Tuition reimbursement

401(k) match

Volunteer time off

Community engagement

Parental leave and adoption/surrogacy

Job summary

Duly Health and Care in Hinsdale is seeking a Patient Services Representative to deliver outstanding front desk support and ensure a smooth patient experience.

You will greet patients, schedule appointments, verify insurance, collect copays, and navigate EPIC with accuracy, while collaborating with care teams to optimize access and service quality.

Qualifications

• High School diploma or equivalent required
• Minimum 1 year of experience in a medical office or clinical setting preferred
• Prior receptionist or front desk experience strongly preferred

Responsibilities

• Greets patients warmly and professionally during check-in/check-out and appointment scheduling
• Coordinates provider schedules to improve access and reduce wait times
• Uses EPIC to update demographics, verify insurance, generate forms, and document information
• Collects copayments, issues receipts, and reconciles daily transactions
• Answers multi-line phones, routes inquiries, and schedules appointments
• Communicates information about clinical personnel to patients and staff
• Schedules follow-up and in-house referrals to connect patients with services
• Participates in daily/weekly team huddles and monitors scheduling/access dashboards
• Maintains patient confidentiality and HIPAA compliance
• Assists with delays and workflow improvements; performs other duties as needed

Skills

Customer service

Communication

EPIC EMR

Insurance verification

Office IT

MS Office

Time management

Discretion

Collaboration

Professionalism

Education

High School diploma or equivalent

Tools

EPIC EMR

Microsoft Office

Job description

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.

Patient Services Representative

Full Time

Location: Hinsdale

Clinic Hours: Monday through Friday 7:30am-5:00pm

Responsibilities:

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.

Qualifications:

EDUCATION and / or CERTIFICATION/LICENSURE:

• 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

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.

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.