Telecommunication Operator

Cleveland Clinic

3d•Onsite

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. Applicants must reside in Florida Cleveland Clinic Martin North Hospital is a fully integrated, state-of-the-art medical campus that includes Diagnostic Centers, Outpatient Surgery and a 24-hour Emergency Department. Martin North Hospital is part of the world-renowned Cleveland Clinic, a nonprofit, multispecialty, academic medical center that integrates clinical and hospital care with research and education. Our goal of delivering exceptional services and care goes far beyond the clinical setting. We also have a responsibility to keep our patients, visitors, caregivers, and staff safe and secure. As a Communication Services Telecommunication Operator, you’ll play an essential role in this mission by providing quick and accurate processing of all telecommunications needs. You will answer all incoming phone calls on a multi-function phone system, responding to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats, and other crisis calls. In this role, you will be able to enhance your customer service and communication skills while being a part of a growing healthcare organization. A caregiver in this position will work 6:00am to 3:00pm with rotations occurring every other weekend and holiday. Training is on-site at Martin North and will transition to fully remote afterwards.

Requirements

Knowledge of the Nortel console and pate equipment
Knowledge of placing local, long distance and overseas calls, directory information and oral paging
Demonstrated knowledge of CRT/PC operation
Knowledge of fax machines
Clear, concise speaking voice
Computer, oral and written communication, customer service and interpersonal skills

Nice To Haves

High School Diploma or GED
Basic minimum 1 year Switchboard experience
Experience in a medical/hospital environment or call center
Experience with the Nortel phone system

Responsibilities

Receive, record and respond to all phone calls, emergency calls and oxygen alarms.
Answer all incoming phone calls on a multi-function phone system.
Respond to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats and other crisis calls.
Process calls according to given situation.
Determine priority and protocol and dispatch security personnel accordingly.
Operate Nortel console.
Receive and screen all incoming and outgoing calls to determine proper routing and provide system usage information and assistance.
Answer all calls identifying facility and operator's name with appropriate greeting.
Place and record all outgoing local, long distance and international calls for physicians and other clinic personnel.
Operate page console and associated equipment.
Provide in-house, long-range and paging services for clinic caregivers and outside callers.
Notify proper personnel during traumas and medical emergencies.
Assist clinic personnel in contacting on-call physicians and staff physicians.
Provide outside callers with medical assistance by directing to appropriate service.
Perform answering service duties for physicians and special services, take and deliver messages for staff physicians, residents and other clinic personnel upon request, and answer and contact proper personnel as required.
Handle emergency calls on the emergency phone line designated for same-medical emergencies.
Activate emergency code pagers and make necessary phone calls to responding personnel.
Assist as back up for the security emergency line and respond after two rings if not answered.
Process and distribute the on-call schedule on a weekly and timely basis.
Consistently process all patient information according to HIPAA policy and procedures adhering to patient's rights and confidentiality.