Contact Center Support Operator II

Cleveland Clinic•Elkton, MD

8d•Onsite

About The Position

Join Cleveland Clinic Union Hospital and experience world class healthcare at its best. Located in Dover, Ohio, the award-winning not-for-profit Union Hospital serves the communities of eastern Ohio. Here, you will be part of a talented, compassionate, and driven team of caregivers, work with state-of-the-art technology and provide stellar patient care. 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. A caregiver in this position works evenings from 3:30 p.m. – 12:00 a.m. every other weekend and holiday rotation requirements.

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.