Marketing If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site.
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.
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.
Patient Development Specialist
Hours: Full Time, Monday- Friday, 8-430 or 9-530
Location: Downers Grove, IL. Hybrid onsite
The Patient Development Specialist is often the first voice a patient hears from Duly Health and Care. In this inside sales role, the employee handles inbound and outbound patient calls and converts patient interest into booked appointments, guiding each caller warmly and efficiently from greeting to a scheduled visit. On every call, the employee verifies patient information, understands the caller’s needs, matches the patient to the right local provider, confirms insurance coverage, and books the appointment, all while delivering compassionate, HIPAA-compliant service. Success is measured primarily by call-to-booking conversion and the quality of the patient experience delivered on each call.
Responsibilities:
Convert Calls to Booked Appointments Guides each patient through the call model: greet warmly, verify identity (name and date of birth for HIPAA), understand the need, match a local provider, confirm insurance coverage, and book the appointment
Documents call outcomes and follows all HIPAA and data-privacy requirements
Meets or exceeds individual call-to-booking conversion and appointment-booking targets
Uses acknowledgement statements and a warm, genuine tone to build trust and move each call toward a scheduled visit
Follows up promptly on leads, callbacks, and voicemails to capture every opportunity to book
Provides warm, compassionate, and professional service on every interaction
Listens actively, adapts tone and pace to the patient, and de-escalates concerns with composure while creating and maintaining positive patient satisfaction throughout
Coaching, Quality & Growth Participates in coaching, call reviews, and QA scoring, and applies feedback to improve conversion
Meets quality assurance standards on the QA Score Card
Takes ownership of personal development toward conversion goals and career growth
Collaborates with teammates, supervisors, and providers to resolve issues and share what works
Surfaces recurring patient questions or process gaps and suggests improvements
Uses the knowledge base and tools (Five9, Epic, and others) effectively and keeps skills current
MINIMUM EDUCATION AND EXPERIENCE REQUIRED
Level of Education
High School diploma or GED required; some college or an Associate’s degree a plus
No certification, registration or license required
Years of Experience
Mandatory: 1+ year in a customer-facing role such as sales, retail, hospitality, customer service, or a call center, with comfort working toward goals or targets. Preferred: Experience in inside sales, sales development (SDR/BDR), or a call center; healthcare or appointment-scheduling experience.
Expected Time in…