Patient Service Representative- Gastro

Duly Health and Care; Estado Miranda; On-site; VES 18,142,000 - 27,818,000; Full time

Benefits offered by this job

Medical, dental, vision

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 is hiring a Patient Service Representative to be the first touchpoint for patients. You will greet, check in/out, schedule appointments, verify insurance, collect copays, and manage referrals in a fast-paced front desk setting.

Strong communication and HIPAA compliance are essential. Join a physician-led, collaborative team that values excellent patient experience, accuracy in records, and seamless scheduling.

Qualifications

• High School diploma or equivalent required.
• Minimum 1 year of experience in a medical office or clinical setting preferred.
• Experience in a receptionist/front desk role strongly preferred.
• Exceptional customer service and communication skills.
• Proficient with EPIC or similar EMR systems.
• Knowledge of medical office procedures and insurance verification.
• Proficient with Microsoft Office including Excel, Word, Outlook.
• Detail oriented with strong organizational and time management skills.
• Ability to handle sensitive information with discretion.

Responsibilities

• Greet patients and check in/out, schedule appointments, and manage front desk activities.
• Coordinate provider schedules to optimize access and reduce wait times.
• Update patient demographics and verify insurance in EPIC and related systems.
• Collect copayments, issue receipts, and reconcile daily transactions.
• Answer multi line phone system, take messages, and schedule/confirm appointments.
• Communicate information about Duly clinical personnel to patients.
• Assist with referrals and follow-ups to connect patients with services.
• Participate in daily/weekly team huddles to share updates and improvements.
• Monitor dashboards and escalate issues to improve scheduling, access, and satisfaction.
• Maintain patient confidentiality and HIPAA compliance.

Skills

Customer service

Communication

Microsoft Office

Time management

HIPAA compliance

Phone etiquette

Detail oriented

Medical office procedures

Education

High school diploma or equivalent

Tools

EPIC

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.

Position Highlights

• Full-Time, 40 hours
• Monday through Friday, 8a-4:30p
• Location: Oak Brook Terrace with travel to Hinsdale

Key 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.

• 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 And Qualifications

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

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 ackage.

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.