Temp Call Center Representative

Job Details: Job Location: Corporate - Redlands, CA, Position Type: Full Time, Salary Range: $22.00 - $22.00Hourly, Job Shift: Day, Job Title   TEMPORARY CALL CENTER REPRESENTATIVE  Department   Clinic Operations  Reports to   Front Office Training and Development Coordinator / Regional Director of Operations  Date Revised   11/2026  Job Status   Temporary Full-Time / Non-Exempt  Job Summary The Temporary Call Center Representative provides professional and efficient service while supporting a high volume of inbound patient calls during a defined temporary assignment. Primary responsibilities include scheduling, rescheduling, and canceling appointments; assisting patients with approved non-clinical questions; verifying patient information; and appropriately routing calls, tasks, and messages to the correct clinic or department. The Temporary Call Center Representative is expected to provide accurate information, follow established scheduling and call-handling guidelines, protect patient confidentiality, and ensure each patient receives clear direction regarding the next step in the patient's request. Temporary Assignment This position is a temporary, at-will assignment created to support short-term staffing and operational needs. The anticipated duration, work location, and schedule will be communicated at the time of assignment and may be modified, extended, or ended at any time based on business needs. Completion of the temporary assignment does not guarantee continued employment, an extension, or placement in a regular position. The employee may be considered for a regular position if one is available and the employee meets applicable performance, attendance, conduct, and qualification requirements. Job Duties & Responsibilities Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.  Exemplifies and supports Pacific Dermatology Institute's Vision, Purpose, Goals, and Values.  Provides professional, courteous, and patient-focused service while managing a high volume of inbound calls in a timely and efficient manner.  Answers patient inquiries and identifies the purpose of each call to ensure the patient receives appropriate assistance or is routed to the correct department or team member.  Schedules, reschedules, and cancels patient appointments accurately according to provider schedules, established scheduling guidelines, appointment types, and office protocols.  Verifies and updates patient demographic, contact, and insurance information as appropriate while scheduling appointments.  Provides patients with accurate appointment information, including date, time, location, provider, and applicable arrival instructions.  Reviews available appointment options and assists patients in selecting an appropriate appointment based on established scheduling guidelines.  Creates accurate and complete tasks or messages for the appropriate clinic, provider, medical assistant, or department when a patient's request cannot be resolved during the initial call.  Documents patient interactions clearly and accurately in the appropriate system to support continuity of care and appropriate follow-up.  Maintains ownership of calls throughout the caller's request, ensuring each call is resolved, appropriately transferred, or routed for follow-up before completion.  Provides outstanding professional phone communication while efficiently managing the telephone/call queue system and working to minimize unnecessary hold times.  Recognizes requests that fall outside the scope of the Call Center role and appropriately routes or escalates them rather than providing clinical advice or information outside established protocols.  Reports dissatisfied patient concerns, potential liability issues, or other matters requiring escalation to the appropriate manager or department according to established procedures.  Handles sensitive patient information with confidentiality and discretion while maintaining compliance with HIPAA and patient privacy requirements.  Communicates and collaborates with clinic teams and other departments as necessary to support scheduling and appropriate routing of patient requests.  Remains current on scheduling guidelines, provider-specific instructions, call workflows, system updates, and procedural changes by participating in required training.  Maintains reliable attendance and punctuality throughout the temporary assignment and promptly communicates scheduling concerns through established procedures.  Maintains an organized workstation and supports 5S standards for a clean and efficient work environment.  Performs other temporary support duties within the scope of the role as assigned based on operational needs.  Qualifications: Skills & Requirements  High school diploma or equivalent; additional certification or coursework in medical office administration or a related field preferred.  Excellent written and verbal communication skills.  Experience in data entry or a related administrative role, preferably within a healthcare setting.  Bilingual English/Spanish or English/Mandarin preferred, but not required.  Understanding of medical terminology and familiarity with HIPAA regulations and patient confidentiality requirements.  Actively participates in self-evaluation by seeking and utilizing guidance and constructive feedback in a professional manner.  Excellent attention to detail and accuracy, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.  Excellent customer service skills with the ability to develop positive patient relationships and focus on patient satisfaction.  Strong communication and interpersonal skills, with the ability to work effectively in a team-oriented setting.  Outstanding organizational, multitasking, and time-management skills.  Ability to remain flexible, resilient, and change-oriented.  Proficiency in computer skills, including electronic health records (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.  A clean driving record, valid driver's license, and proof of current automobile liability insurance are required when travel is assigned.  Work Environment This position typically operates in a professional office environment within a healthcare setting. The assigned work location may change during the temporary assignment based on operational needs. Physical Demands This position may require standing and using both hands for typing for extended periods. The employee may periodically walk, climb or balance, stoop, kneel, crouch, or crawl. The employee must be able to lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Position Type and Expected Hours of Work This is a temporary, full-time, non-exempt position. The typical workweek is Monday through Friday. The schedule, assignment length, and hours may vary based on business needs. Long hours and occasional evening or weekend work may be required as job duties demand. Temporary status does not guarantee a minimum assignment duration or a specific number of work hours. Travel This position may require up to 20% travel. Travel to multiple clinic locations throughout the Inland Empire and surrounding areas may be required during the week and, at times, on short notice. When driving is an assigned essential function, a valid driver's license, acceptable driving record, and proof of current automobile liability insurance are required. Other Duties This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required for this position. Duties, responsibilities, schedule, work location, and assignment duration may change at any time based on business needs. Employment remains at will, consistent with applicable law.