Contact Center Support Operator II

Cleveland Clinic•Medina, NY

3d•Onsite

About The Position

Join Cleveland Clinic Medina Hospital and experience world-class healthcare at its best. As a proud recipient of the Vizient, Inc.'s Bernard A. Birnbaum, MD, Quality Leadership Award, Medina Hospital is known for its excellence in delivering safe, patient-centered care that is timely, effective, efficient, and equitable. Medina Hospital has also been recognized for its commitment to creating a positive environment that empowers and engages staff by the American Nurses Credentialing Center. Here, you can build a rewarding, lifelong career while receiving endless support and encouragement. As Call Center Support Operator II, 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. You will ensure all callers have an exceptional experience, from the first “Hello,” to the final “Goodbye.” 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 2nd shift positions on-site. Rotating weekends will occur from 3:00pm to 10:30pm. Rotating Mondays/Tuesdays will be from 5:00pm to 10:30pm. Rotating Thursdays/Fridays will be from 2:00pm to 10:30pm. This will equal about 20 hours per week and will include approximately 4 weeks of full-time training on 1st and 2nd shifts.

Requirements

High School Diploma or GED
One year of call 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 and provide information to inbound and internal callers by accessing electronic alphabetical, geographical directories and transfer to the appropriate destination.
Answer and process after hour patient and emergency internal calls to physicians, medical emergency codes and internal medical emergency events using prescribed protocols and procedures.
Navigate through the QGenda on-call system to identify the 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.
Offer special assistance to people who are unable to dial or who are in emergency situations and 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.