Temp Call Center Representative

Pacific Dermatology Ins.•Redlands, CA

2d•$22 - $22•Onsite

About The Position

The Temporary Call Center Representative provides professional, efficient, patient-focused service while handling a high volume of inbound calls during a temporary assignment. The role supports appointment scheduling, rescheduling, and cancellations; answers approved non-clinical questions; verifies patient information; and routes calls, tasks, and messages to the appropriate clinic or department. The representative follows established scheduling and call-handling guidelines, protects patient confidentiality, and gives callers clear direction about next steps. This is a temporary, at-will assignment supporting short-term staffing and operational needs. Assignment duration, location, and schedule may vary and may be modified, extended, or ended based on business needs. Completion does not guarantee an extension, continued employment, or placement in a regular position, though an employee may be considered for an available regular position subject to applicable requirements. The position typically operates in a professional healthcare office environment. The assigned work location may change during the assignment, and travel to multiple clinic locations may be required. The typical workweek is Monday through Friday, but hours and schedules may vary; long hours and occasional evening or weekend work may be required. The role may require extended standing and typing, periodic walking and other physical activities, and lifting or moving up to 25 pounds.

Requirements

High school diploma or equivalent.
Excellent written and verbal communication skills.
Experience in data entry or a related administrative role; healthcare experience is preferred.
Understanding of medical terminology and familiarity with HIPAA regulations and patient confidentiality requirements.
Excellent attention to detail and accuracy, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
Excellent customer service skills and the ability to build positive patient relationships and focus on patient satisfaction.
Strong communication and interpersonal skills and the ability to work effectively in a team-oriented setting.
Strong organizational, multitasking, and time-management skills.
Ability to remain flexible, resilient, and change-oriented.
Proficiency with computers, including electronic health record (EHR) systems and Microsoft Office Suite.
Typing speed of 50 words per minute (WPM).
Ability to maintain professionalism, confidentiality, and discretion when handling sensitive information.
When travel is assigned, a clean driving record, valid driver's license, and proof of current automobile liability insurance are required.

Nice To Haves

Additional certification or coursework in medical office administration or a related field.
Bilingual English/Spanish or English/Mandarin skills.

Responsibilities

Provide courteous, patient-focused service while managing a high volume of inbound calls efficiently.
Identify the purpose of patient calls and provide appropriate assistance or route callers to the correct department or team member.
Schedule, reschedule, and cancel appointments according to provider schedules, appointment types, established guidelines, and office protocols.
Verify and update patient demographic, contact, and insurance information as appropriate.
Give patients accurate appointment details, including date, time, location, provider, and applicable arrival instructions.
Review appointment options and help patients select appointments in accordance with scheduling guidelines.
Create complete tasks or messages for the appropriate clinic, provider, medical assistant, or department when a request cannot be resolved during the call.
Document patient interactions accurately in the appropriate system to support continuity and follow-up.
Maintain ownership of calls until they are resolved, appropriately transferred, or routed for follow-up.
Use the telephone and call-queue system effectively, provide professional phone communication, and minimize unnecessary hold times.
Recognize matters outside the role's scope and route or escalate them rather than providing clinical advice or information beyond established protocols.
Report dissatisfied patient concerns, potential liability issues, and other matters requiring escalation according to procedures.
Protect sensitive patient information and comply with HIPAA and patient privacy requirements.
Communicate and collaborate with clinics and other departments to support scheduling and appropriate routing.
Stay current on scheduling guidelines, provider instructions, workflows, system updates, and procedural changes through required training.
Maintain reliable attendance and punctuality and communicate scheduling concerns through established procedures.
Keep the workstation organized and support 5S standards.
Support Pacific Dermatology Institute's Vision, Purpose, Goals, and Values, seek and use constructive feedback professionally, and perform other temporary support duties within the role's scope as assigned.