Patient Service Representative

Overview

Full-Time, 40 hours per week.

Hours:

Monday-Friday, hours vary.

Location:

Oak Lawn. Travel:
As needed.

Benefits include comprehensive medical, dental, and vision coverage with 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, and up to 12 weeks of parental leave at 100% pay with a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

Position:
Patient Service Representative - Family Practice - Oak Lawn

• Full-Time, 40 hours per week
• Hours:
  
  Monday-Friday, hours vary
• Location:
  
  Oak Lawn
• Travel:
  As needed

The Patient Service Representative serves as a key point of contact for patients, delivering exceptional customer service and ensuring smooth front desk operations. This role includes 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 Patient Service Representative helps create a welcoming and efficient environment that supports quality care and a positive patient experience.

• Greets patients warmly and professionally during check-in, check-out, and appointment scheduling. Conducts regular lobby checks to maintain cleanliness and ensure patient comfort.
• Coordinates provider schedules to optimize appointment availability and resource capacity, improving patient access and reducing wait times.
• Utilizes EPIC and other systems to update patient demographics, verify insurance details, generate forms, respond to emails, and document emergency contacts.
• Collects copayments and service fees, issues receipts, and reconciles daily financial transactions.
• Answers a multi-line phone system, takes detailed messages, routes inquiries, and makes outbound calls to schedule and confirm appointments.
• Communicates information about Duly clinical personnel to patients and other individuals.
• Assists with scheduling follow-up and in-house Specialist referrals, connecting patients to appropriate services.
• Participates in daily and weekly team huddles to share patient updates and workflow improvements.
• Reviews performance dashboards to monitor key metrics and proactively identify and address gaps to drive results.
• Maintains 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.

Education and/or Certification/Licensure: High School diploma or equivalent required.

• 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; strong verbal and written communication; proficiency in EPIC or similar EMR systems; knowledge of medical office procedures and insurance verification; ability to operate phones, PCs, software and IT systems; proficient in Microsoft Office (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.

• 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

The compensation for this role includes a base pay range of $, 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.