Contact Center Support Operator II

Cleveland Clinic • Elkton, MD

5d • 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 both 7:00 a.m. – 3:30 p.m. or 3:30 p.m. – 12:00 a.m. including rotating weekends and holidays.

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 including Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital and South Pointe Hospital.
• 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.

Benefits

• Following standard precautions using personal protective equipment
• Compliance with influenza prevention program, including annual vaccination or approved exemption
• Equal employment opportunity employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED