Patient Service Representative - Family Practice
Duly Health and Care, Naperville, IL, United States
Overview
Patient Service Representative - Naperville - Family Practice
Location: Naperville, Illinois. Full-Time, 40 hours/week. Office Hours: Monday–Friday, hours vary. Travel: As needed.
Position Highlights
Location: 1220 Hobson Road Naperville, Illinois 60540
Full-Time, 40 hours/week
Office Hours: Monday–Friday, hours vary
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 and a 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. Tasks 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 helps create 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 lobby checks to maintain cleanliness and patient comfort.
Coordinates provider schedules to optimize appointment availability, improve access, reduce wait times, and support timely follow-ups.
Uses EPIC and other systems to update patient demographics, verify insurance details, generate forms, respond to emails, and document emergency contact information.
Collects copayments and service fees, issues receipts, and reconciles daily financial transactions with accuracy.
Answers a multi-line phone system, takes messages, routes inquiries, and makes outbound calls to schedule and confirm appointments.
Communicates information about clinical personnel to patients and related parties.
Assists with scheduling follow-up and in-house Specialist referral appointments, ensuring patients are connected to appropriate services.
Participates in daily and weekly team huddles to share updates and operational insights.
Reviews performance dashboards to monitor key metrics in Scheduling & Access, Workflow, Patient Contact, and Satisfaction; identifies gaps and suggests improvements.
Maintains patient confidentiality and adheres to HIPAA standards.
Monitors patient wait times and communicates delays with empathy and professionalism.
Performs additional duties and special projects as assigned to support departmental goals.
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 and a passion for serving others
Strong verbal and written communication skills
Proficiency in EPIC or similar EMR systems
Knowledge of medical office procedures and insurance verification
Ability to operate phones, computers, and standard office software
Proficient in Microsoft Office Suite (Excel, Word, Outlook)
Detail-oriented with strong 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 use
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
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.
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Patient Service Representative - Naperville - Family Practice
Location: Naperville, Illinois. Full-Time, 40 hours/week. Office Hours: Monday–Friday, hours vary. Travel: As needed.
Position Highlights
Location: 1220 Hobson Road Naperville, Illinois 60540
Full-Time, 40 hours/week
Office Hours: Monday–Friday, hours vary
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 and a 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. Tasks 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 helps create 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 lobby checks to maintain cleanliness and patient comfort.
Coordinates provider schedules to optimize appointment availability, improve access, reduce wait times, and support timely follow-ups.
Uses EPIC and other systems to update patient demographics, verify insurance details, generate forms, respond to emails, and document emergency contact information.
Collects copayments and service fees, issues receipts, and reconciles daily financial transactions with accuracy.
Answers a multi-line phone system, takes messages, routes inquiries, and makes outbound calls to schedule and confirm appointments.
Communicates information about clinical personnel to patients and related parties.
Assists with scheduling follow-up and in-house Specialist referral appointments, ensuring patients are connected to appropriate services.
Participates in daily and weekly team huddles to share updates and operational insights.
Reviews performance dashboards to monitor key metrics in Scheduling & Access, Workflow, Patient Contact, and Satisfaction; identifies gaps and suggests improvements.
Maintains patient confidentiality and adheres to HIPAA standards.
Monitors patient wait times and communicates delays with empathy and professionalism.
Performs additional duties and special projects as assigned to support departmental goals.
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 and a passion for serving others
Strong verbal and written communication skills
Proficiency in EPIC or similar EMR systems
Knowledge of medical office procedures and insurance verification
Ability to operate phones, computers, and standard office software
Proficient in Microsoft Office Suite (Excel, Word, Outlook)
Detail-oriented with strong 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 use
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
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.
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