Voice Communcation Specialist

Cleveland Clinic•Tigard, OR

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. Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world. The Voice Communication Specialist serves as a primary point of contact for inbound calls related to medical care at home, delivering a comprehensive, proactive and Patients First experience for patients, families and external partners. This role manages a high volume of incoming calls, including clinical triage coordination with nursing staff, prescription refill requests, billing and insurance inquiries and communications with vendors, agencies and funeral homes. The specialist accurately documents all interactions within the EPIC electronic medical record, ensuring timely and clear message routing. With frequent interaction with elderly callers who may have difficulty articulating their needs, this caregiver demonstrates exceptional patience, empathy and communication skills. The role also supports special projects, including data tracking and reporting in Excel and consistently represents Cleveland Clinic in a professional, caring and helpful manner while leveraging technology to support phone-based services, way-finding and general inquiries and departmental initiatives. A caregiver in this role works part-time from Monday to Friday, 8:00am to 5:00pm. Requirements include coverage for PTO.

Requirements

High school diploma or equivalent

Nice To Haves

Minimum of one year of experience working in reception
Previous health care experience strongly preferred
Knowledge of medical terminology is preferred

Responsibilities

Manage phone lines at the Center for Connected Care, inclusive of triaging and routing calls each day, practice good judgment to determine when the caller requires immediate attention, relay messages to the appropriate division, leaders and providers within the Center for Connected Care, notify the field staff and scheduling department of homecare visit cancellation calls, assure phone lines are forwarded to / from the Answering Service after / before business hours each day.
Assist all callers and visitors in a courteous, professional manner in accordance with the Cleveland Clinic H.E.A.R.T model.
Compile data regarding incoming service line calls and provide them to the appropriate department within the enterprise.
Manage the reception desk, maintain the visitor log, an electronic log of confidential materials received from Center for Connected Care departments for pickup at the reception desk (example: death certificates, narcotics prescriptions, legal materials, etc).
Handle incoming and outgoing packages and deliveries, and other information as needed.
Maintain an up-to-date a log of department processes and procedures.
Support and participate in process improvement efforts.
Assist all Center for Connected Care departments with clerical tasks and project work.