Patient Service Representative

Job Summary Patient Service Representative – Wheaton, full time On a clinic schedule of Monday and Tuesday 8am‑8pm, Wednesday‑Friday 7:45am‑5pm, and occasional Saturday 8:30am‑12pm. Benefits Comprehensive medical, dental, and vision benefits that include health‑care navigation assistance Access to a mental‑health benefit at no cost Employer‑provided life and disability insurance Tuition reimbursement of $5,250 per year Immediate 401(k) match 40 hours paid volunteer time off 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, subject to eligibility requirements Responsibilities Greet patients warmly and professionally during check‑in, check‑out, and appointment scheduling; conduct regular lobby checks to maintain cleanliness and patient comfort Coordinate provider schedules to optimize appointment availability, reduce wait times, and support timely follow‑ups Use EPIC and other systems to accurately update patient demographics, verify insurance details, generate necessary forms, respond to emails, and document emergency contacts Collect copayments and service fees, issue receipts, and reconcile daily financial transactions with accuracy and attention to detail Answer a multi‑line phone system, take detailed messages, route inquiries, and make outbound calls to schedule and confirm patient appointments Communicate information about Duly clinical personnel to patients and other individuals clearly Assist with scheduling follow‑up and in‑house specialist referral appointments, ensuring patients are connected to appropriate services and specialists Participate actively in daily and weekly team huddles to share patient updates, workflow improvements, and operational insights Review performance dashboards daily to monitor key metrics in Scheduling & Access, Workflow, Patient Contact, and Satisfaction; identify gaps to target and proactively raise issues, suggest improvements, or adjust workflows Maintain strict patient confidentiality and adhere to HIPAA standards in all interactions and documentation Monitor patient wait times and communicate delays with empathy and professionalism to improve the patient experience Perform additional duties and special projects as assigned to support departmental goals and improve service delivery Education and Certification High School diploma or equivalent required Experience Minimum 1year 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 a 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 Skill in operating phones, personal computers, software, and other basic IT systems Proficiency in Microsoft Office Suite, 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 Compensation 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. #J-18808-Ljbffr