Patient Development Representative

Patient Development Specialist

Hours: Full Time, Monday-Friday, 8-4:30 or 9-5:30

Location: Downers Grove, IL. Hybrid onsite

The Patient Development Specialist is often the first voice a patient hears from Duly Health and Care. In this inside sales role, the employee handles inbound and outbound patient calls and converts patient interest into booked appointments, guiding each caller warmly and efficiently from greeting to a scheduled visit. On every call, the employee verifies patient information, understands the caller's needs, matches the patient to the right local provider, confirms insurance coverage, and books the appointment, all while delivering compassionate, HIPAA-compliant service. Success is measured primarily by call-to-booking conversion and the quality of the patient experience delivered on each call.

Responsibilities:

• Convert Calls to Booked Appointments
  • Guides each patient through the call model: greet warmly, verify identity (name and date of birth for HIPAA), understand the need, match a local provider, confirm insurance coverage, and book the appointment
  • Documents call outcomes and follows all HIPAA and data-privacy requirements
  • Meets or exceeds individual call-to-booking conversion and appointment-booking targets
  • Uses acknowledgement statements and a warm, genuine tone to build trust and move each call toward a scheduled visit
  • Follows up promptly on leads, callbacks, and voicemails to capture every opportunity to book
  • Provides warm, compassionate, and professional service on every interaction
  • Listens actively, adapts tone and pace to the patient, and de-escalates concerns with composure while creating and maintaining positive patient satisfaction throughout
• Coaching, Quality & Growth
  • Participates in coaching, call reviews, and QA scoring, and applies feedback to improve conversion
  • Meets quality assurance standards on the QA Score Card
  • Takes ownership of personal development toward conversion goals and career growth
  • Collaborates with teammates, supervisors, and providers to resolve issues and share what works
  • Surfaces recurring patient questions or process gaps and suggests improvements
  • Uses the knowledge base and tools (Five9, Epic, and others) effectively and keeps skills current

Minimum Education and Experience Required

Level of Education

High School diploma or GED required; some college or an Associate's degree a plus

No certification, registration or license required

Years of Experience

Mandatory: 1+ year in a customer-facing role such as sales, retail, hospitality, customer service, or a call center, with comfort working toward goals or targets. Preferred: Experience in inside sales, sales development (SDR/BDR), or a call center; healthcare or appointment-scheduling experience.

Expected Time in Role

12 years

Minimum Knowledge, Skills, and Abilities (KSA)

• Knowledge of a consultative call flow and how to guide a caller from greeting to a booked appointment
• Basic understanding of, or ability to quickly learn, insurance concepts such as in-network versus out-of-network coverage
• Skill in active listening, building rapport, and clear, professional phone communication
• Skill in guiding and persuading patients toward scheduling while staying compassionate and patient-first
• Ability to work toward and consistently hit individual conversion and productivity targets
• Ability to stay organized and accurate while handling a high volume of calls
• Ability to receive coaching and feedback and quickly put it into practice

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 $20.59-$30.89, 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.