Contact Center Support Operator II

Cleveland Clinic•Colesville, MD

4d•Onsite

About The Position

The Contact Center Support Operator II answers and provides information to inbound and internal callers, using electronic directories to direct calls to the appropriate destinations. The role supports timely access to information for caregivers and patients and helps ensure patients continue receiving care at Cleveland Clinic. The position serves multiple hospital sites and uses established protocols and reference tools to handle routine inquiries, after-hours patient calls, and internal medical emergencies. The caregiver works an evening schedule, typically 2:00 p.m. to 10:30 p.m., with every-other-weekend and holiday rotation requirements. They must also be able to occasionally cover 10:30 a.m. to 7:30 p.m. and third shifts based on business needs. The work involves sitting for long periods and repetitive keyboard and telephone tasks. Standard precautions and personal protective equipment are required.

Requirements

High School Diploma or GED.
One year of call center or telephone operator experience, or two years of customer service experience.
Ability to work the stated evening schedule, rotate every other weekend and holidays, and occasionally cover alternate shifts, including third shifts, based on business needs.

Nice To Haves

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

Responsibilities

Answer inbound and internal calls, provide information using electronic alphabetical and geographical directories, and transfer callers to the appropriate destination.
Answer and process after-hours patient calls and emergency internal calls to physicians, medical emergency codes, and internal medical emergency events according to prescribed protocols and procedures.
Use the QGenda on-call system to identify on-call providers and contact them by alpha page or phone, conveying patient details.
Process special Main Campus protocols, including Shock team, LVAD, Patients Plus, Transplant, and Ortho reconstruction hotline calls.
Handle calls for Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital, and South Pointe Hospital.
Assist callers who are unable to dial or are in emergency situations, and provide relay service for hearing-impaired callers.
Answer routine public questions about the organization using electronic databases, tools, and reference materials.
Perform data entry, including updating application databases, phone directories, and other electronic reference materials.
Serve as a backup for internal medical emergency calls to maintain business continuity.
Use Epic to look up patient information through the house census and provide appointment details, including location, provider, and date and time.