Call Center Associate

Job Description

Job Description

Job Title: Call Center Associate (Medical)

Location: Shafter, CA
Employment Type: Full-Time/Temp Assignment
Compensation: $21 as a temp

Legacy Staffing is seeking a compassionate and customer-focused Call Center Associate on behalf of a healthcare client. This role serves as a key contact point for patients, assisting with appointment scheduling, answering inquiries, and supporting access to healthcare services. The ideal candidate thrives in a fast-paced environment, demonstrates excellent phone etiquette, and is committed to delivering high-quality patient service aligned with patient-centered care principles.

• Answer incoming calls promptly and provide excellent customer service to all callers
• Schedule, confirm, and update patient appointments in accordance with established procedures
• Register patients accurately over the phone, ensuring all required information is collected
• Conduct outbound calls for appointment reminders, follow-ups, and new patient scheduling
• Assist patients with appointment needs and service inquiries

• Respond to patient questions, concerns, and complaints, routing issues to appropriate staff when necessary
• Promote available healthcare services by consulting with patients and identifying their needs
• Collaborate with internal departments to coordinate scheduling and ensure efficient patient flow
• Explain services, payment categories, and billing procedures clearly to patients

• Perform tasks within the Electronic Health Record (EHR) system
• Initiate medication refill requests as directed
• Maintain accurate documentation and patient records
• Follow all call center protocols and departmental procedures
• Attend required training programs related to healthcare services and programs

• Maintain strict HIPAA compliance and confidentiality of patient information
• Ensure compliance with all local, state, and federal regulations
• Participate in Quality Assurance / Quality Improvement (QA/QI) initiatives
• Learn and utilize Electronic Health Record (EHR) and related systems
• Support patient-centered care models and organizational values in all interactions

• High school diploma or GED required
• Minimum 1 year of experience in a medical call center or healthcare office setting preferred
• Experience handling patient calls, scheduling appointments, and addressing inquiries
• Medical Assistant certification is a plus but not required
• Bilingual English / Spanish preferred
• Familiarity with medical terminology and triage procedures preferred
• Experience with EHR systems is a plus

• Excellent verbal communication and telephone etiquette
• Strong customer service and interpersonal skills
• Ability to multitask and work efficiently in a high-volume call environment
• Compassionate and patient-centered approach, especially in challenging situations
• Strong organizational and problem-solving skills
• Ability to work independently and as part of a team
• Ability to engage respectfully with diverse patient populations

• Reports to Call Center or Operations Leadership