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.

Job Title

Contact Center Support Operator:

Location

Cleveland

Facility

Remote Location

Department

Call Center Support Operations-Clinical and Operational Improvement

Job Code

B12030

Shift

Day/Evening/Night/Weekend

Schedule

3:00pm-10:30am

Job Summary

Job Details

Responsibilities:

• Answer inbound calls, search database or reference material to obtain needed information to transfer caller to appropriate destination within established metrics and productivity standards.

• Navigate through the QGenda on-call system to identify on-call provider. 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.

• Handles calls for multiple hospital sites including Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital and South Pointe Hospital.

• Offer special assistance to person who are unable to dial or who are in emergency situations; 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. Call types and questions can vary based on a variety of factors (seasonal changes, marketing campaigns, new medical studies, etc.).

• Perform various data entry tasks, such as updating application database, phone directories and other electronic reference material.

• In emergency situations may answer internal medical emergency calls as a backup to maintain business continuity. Medical Emergencies will be processed and dispatched following prescribed protocols established by Critical Care Response Committee.

• 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.

• Other duties as assigned.

Education:

• High School Diploma or GED required.

Languages:

• English

Certifications:

• Emergency Medical Dispatch (EMD) certification preferred.

Complexity of Work:

• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.

• Stress: The ability to handle stressful situations and function under pressure with minimal supervision.

• Communication: Ability to handle high volume of calls and adjust based on the individual needs, consistently displaying strong customer service skills and empathy

• Technology: The ability to use computers and navigate across different computer systems. Ability to process information accurately using various electronic forms and following established protocols.

Work Experience:

• A Minimum of 1 year of call or contact center or telephone operator experience.

• Or 2 years of customer service experience.

• Experience in Health care or a related field preferred.

Physical Requirements:

• Sitting for long periods of time along with repetitive keyboard and telephone work.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster.

Cleveland Clinic is pleased to be an equal employment opportunity employer.