Patient Services Representative - PTOT - Addison

Overview

Patient Service Representative serves as a key point of contact for patients, delivering exceptional customer service and ensuring smooth front desk operations. The role includes greeting patients, checking them in/out, answering phones, scheduling appointments, collecting co‑pays, outbound calling, referral management, and maintaining accurate records in the EPIC system.

Position:
Patient Service Representative – Physical/Occupational Therapy (Full‑Time, 40 hours).

Hours:

Monday‑Friday, 7:00am‑7:00pm (hours vary).

Travel:
Expected to travel to other sites for coverage if necessary.

• Greets patients warmly and professionally during check‑in, check‑out, and appointment scheduling.
• Conducts regular lobby checks to maintain cleanliness and ensure patient comfort.
• Serves 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.
• Utilizes 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.
• Collects co‑pays and service fees, issues receipts, and reconciles daily financial transactions with accuracy and attention to detail.
• Answers a multi‑line phone system, takes detailed messages, routes inquiries, and makes outbound calls to schedule and confirm patient appointments.
• Clearly communicates information about Duly clinical personnel to patients and other individuals.
• Assists with scheduling follow‑up and in‑house Specialist referral appointments, ensuring patients are connected to appropriate services and specialists.
• Participates actively in daily and weekly team huddles to share 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 to target and proactively escalates issues, suggests improvements, or adjusts workflows 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 to enhance the patient experience.
• Performs additional duties and special projects as assigned to support departmental goals and improve service delivery.

• Education:
  
  High School diploma or equivalent (required).
• Experience:
  
  Minimum 1 year in a medical office or clinical setting (preferred). Prior front‑desk or receptionist role strongly preferred.

• 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.

• 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.

Base pay range: $15.10–$22.70 per hour, commensurate with skills, experience, education, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives.

• 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.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non‑physician team members.