Call Center Representative

Call Center Representative / Patient Services Representative

This role serves as a Patient Services Representative within a busy healthcare call center, providing exceptional customer service to patients by managing inbound calls, scheduling appointments, and accurately documenting information in a clinical environment. You will help support the transition to a dedicated call center model by delivering consistent phone coverage, ensuring a positive patient experience, and collaborating with clinical and administrative teams. The standard schedule for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m.

Responsibilities

• Answer and manage approximately 75 or more inbound patient calls per day in a fast-paced call center setting.
• Schedule, reschedule, and confirm patient appointments according to established workflows and guidelines.
• Utilize Epic EMR to accurately document patient interactions, appointment details, and registration information.
• Provide outstanding customer service while maintaining professionalism, empathy, and a positive attitude.
• Address patient inquiries, resolve basic issues, and route calls appropriately to clinical or administrative teams when needed.
• Maintain accurate and up-to-date patient information and registration records in the system.
• Collaborate closely with clinical and administrative staff to ensure seamless patient support and coordination of care.
• Meet defined productivity and quality expectations, including call handling metrics and documentation standards.
• Multitask effectively by navigating Epic, scheduling tools, and call systems while engaging with patients on the phone.
• Support team goals by adapting to workflow changes and contributing to a collaborative, supportive environment.

Essential Skills

• Epic EMR experience, with the ability to navigate and document patient interactions and scheduling information (Epic is required).
• Experience in medical scheduling or healthcare scheduling workflows within a clinical or call center environment.
• Prior customer service and inbound call center experience, preferably in a healthcare or patient-facing setting.
• Strong verbal communication and interpersonal skills, with the ability to interact professionally and empathetically with patients.
• Ability to multitask and work efficiently in a high-volume environment handling 75+ inbound calls daily.
• High level of attention to detail to ensure accurate scheduling, documentation, and patient registration.
• Professional, positive, and team-oriented attitude with a focus on delivering excellent patient service.
• Comfort working in a fast-paced environment and meeting productivity and quality expectations.

Additional Skills & Qualifications

• Experience in medical reception or healthcare front desk operations.
• Familiarity with orthopedic or specialty practice workflows.
• Demonstrated ability to thrive in a collaborative and supportive team environment.
• Strong patient interaction skills with a commitment to creating a positive patient experience.
• Adaptability and willingness to support evolving team goals and call center processes.
• Interest in building a long-term career in healthcare and gaining deeper experience with Epic and scheduling operations.

Work Environment

The role is based in a fast-paced healthcare call center environment, handling 75+ inbound patient calls daily and supporting a respected orthopedic practice focused on exceptional patient care. You will work Monday through Friday from 8:00 a.m. to 5:00 p.m., using Epic EMR and call center technologies to manage scheduling and documentation. The atmosphere is collaborative and supportive, with a team-oriented culture and opportunities to grow your healthcare career while making a direct impact on the patient experience. Professional attire is expected to reflect the clinical and patient-facing nature of the work.

Job Type & Location

This is a Contract to Hire position based out of Wallingford, CT.

Pay and Benefits

The pay range for this position is $19.00 - $24.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Wallingford,CT.

Application Deadline

This position is anticipated to close on Oct 7, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.

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If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on click.appcast.io for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

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Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.