Patient Service Rep - Family Practice

Patient Service Representative – Woodridge – Family Practice Job Details 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, & vision benefits including healthcare navigation assistance. Access to a mental health benefit at no cost. Employer provided life & disability insurance. $5,250 tuition reimbursement 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; financial benefit for adoption & surrogacy for non‑physician team members once eligibility requirements are met. Responsibilities The Patient Service Representative is a key point of contact for patients, delivering exceptional customer service and ensuring smooth front‑desk operations. Responsibilities include 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 role supports a welcoming and efficient environment that upholds 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 patient comfort. Co‑ordinates provider schedules, optimizing appointment availability to improve patient access, reduce wait times, and support timely follow‑ups. Uses EPIC and other systems to update patient demographics, verify insurance details, generate necessary forms, respond to emails, and document emergency contacts. Collects copayments and service fees, issues receipts and reconciles daily financial transactions accurately. Answers a multi‑line phone system, takes detailed messages, routes inquiries, and makes outbound calls to schedule and confirm appointments. Communicates information about clinical personnel to patients and others clearly. Assists with scheduling follow‑up and in‑house specialist referral appointments. Participates actively in daily and weekly team huddles, sharing 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, escalates issues, and suggests improvements 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. Performs additional duties and special projects as assigned to support departmental goals and improve service delivery. Qualifications Education and/or Certification/Licensure 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, PCs, software and basic IT systems. Proficient in Microsoft Office (Excel, Word, 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 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 : Base pay range of $15.10–$22.70 per hour, with adjustments for 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 Duly Health and Care