Patient Service Representative

If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site. At Duly Health and Care , you are supported to do your best work and make a meaningful impact every day. 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. 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.
• 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- Lombard

Schedule: Monday through Friday 8:30am - 5:00pm 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. ​ 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. Assists with scheduling follow-up and in-house Specialist referral appointments, ensuring patients are connected to appropriate services and specialists. 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. Performs additional duties and special projects as assigned to support departmental goals and improve service delivery. 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. 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. normal hearing required for phone communication 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 $16.34 - $24.50 , 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. 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.