Patient Service Rep - Family Practice

Position Highlights Full‑Time, 40 hours per week Hours: Monday‑Friday, 8:00 AM–7:30 PM; Saturday rotations, 8:00 AM–1:30 PM Location: Woodridge, Illinois Travel: As needed 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 Financial benefit for adoption and surrogacy for non‑physician team members once eligibility requirements are met Responsibilities The Patient Service Representative serves as a key point of contact for patients, delivering exceptional customer service and ensuring smooth front desk operations Greeting and checking in patients, answering phones, scheduling appointments, collecting co‑pays, outbound calling, referral management, and maintaining accurate records in the EPIC system Maintaining 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: 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 & 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. EEO Statement Duly Health and Care is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, sexual orientation, or any other protected characteristic in accordance with applicable state or federal laws. #J-18808-Ljbffr