Patient Service Representative

About the role

At Duly Health and Care, you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do. With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.

Responsibilities

• Greet patients warmly and professionally during check-in, check-out, and appointment scheduling.
• Conduct regular lobby checks to maintain cleanliness and ensure patient comfort.
• Serve 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.
• Utilize 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.
• Collect copayments and service fees, issue receipts, and reconcile daily financial transactions with accuracy and attention to detail.
• Answer a multi-line phone system, take detailed messages, route inquiries, and make outbound calls to schedule and confirm patient appointments.
• Clearly communicate information about Duly clinical personnel to patients and other individuals.
• Assist with scheduling follow-up and in-house Specialist referral appointments, ensuring patients are connected to appropriate services and specialists.
• Participate actively in daily and weekly team huddles to share patient updates, workflow improvements, and operational insights.
• Review performance dashboards daily to monitor key metrics in Scheduling & Access, Workflow, Patient Contact, and Satisfaction; identify gaps to target and proactively escalate issues, suggest improvements, or adjust workflows to drive results.
• Maintain strict patient confidentiality and adhere to HIPAA standards in all interactions and documentation.
• Monitor patient wait times and communicate delays with empathy and professionalism to enhance the patient experience.
• Perform additional duties and special projects as assigned to support departmental goals and improve service delivery.

Requirements

• High School diploma or equivalent required

Qualifications

• Minimum 1 year of experience in a medical office or clinical setting preferred
• Prior experience in a receptionist or front desk role strongly preferred

Skills

• 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 and 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

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

Pay

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.