Temp Call Center Representative

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.