Contact Center Support Operator I

Cleveland Clinic

1d•Remote

About The Position

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. As a Call Center Support Operator, you will answer and provide information for inbound and internal callers. Using electronic directories, you will facilitate transfers to their appropriate destinations, allowing our caregivers and patients to access important information timely and efficiently. However, your work is so much more than answering questions and processing calls – you play a critical role in ensuring patients continue receiving the best care possible while at Cleveland Clinic. This is a remote role after initial training at CC Administrative Campus. A caregiver in this role will work 3:00pm to 11:30pm with every other weekend and every other holiday.

Requirements

High School Diploma or GED
One year of call or contact center or telephone operator experience OR two years of customer service experience

Nice To Haves

Emergency Medical Dispatch (EMD) Certification
Experience in healthcare or a related field

Responsibilities

Answer inbound calls and search database or reference material to obtain needed information to transfer caller to appropriate destination within established metrics and productivity standards.
Navigate through the QGenda on-call system to identify on-call provider and process on-call via alpha page or phone call to the provider with patient details.
Process special protocols for Main Campus, including Shock Team, LVAD, Patients Plus, Transplant and Ortho Reconstruction Hotline.
Handle calls for multiple hospital sites, including Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital and South Pointe Hospital.
Offer special assistance to persons who are unable to dial or are in emergency situations.
Provide relay service for hearing impaired callers.
Answer routine questions and provide information to the public about the organization using electronic database and other tools and reference materials.
Perform various data entry tasks, such as updating application database, phone directories and other electronic reference material.
In emergency situations, answer internal medical emergency calls as a backup to maintain business continuity.
Work in Epic to view or look up patient information using the house census and provide patients with appointment details such as location, provider, date/time, etc.