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 TitleContact Center Support Operator I

                        

LocationCleveland

                    

FacilityRemote Location

                     

DepartmentCall Center Support Operations-Clinical and Operational Improvement

                      

Job CodeB12030

                     

ShiftDay/Evening Rotation

                       

Schedule12:00pm-8:30pm/3:00pm-11:30pm

                       

Job Summary

                         

Job Details

 

Contact Center Support Operator I 

 

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will receive endless support and appreciation and build a rewarding career with one of the most respected healthcare organizations in the world.    

 

We are hiring a Call Center Support Operator to answer and provide information for inbound and internal callers by accessing electronic alphabetical, geographical directories and transferring them to the appropriate destination. As a Call Center Support Operator, you will be responsible for answering and processing after-hour patient and emergency internal calls to physicians using prescribed protocols and procedures.  

 

A caregiver in this position works a rotation of 12:00pm – 8:30pm and 3:00pm – 11:30pm.  

 

A caregiver who excels in this role will:  

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. 

Handle 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, you 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. 

 

Minimum qualifications for the ideal future caregiver include:  

High school diploma or GED. 

One year of call or contact center or telephone operator experience OR 2 years of customer service experience. 

 

Preferred qualifications for the ideal future caregiver include:  

Emergency Medical Dispatch (EMD) certification. 

Experience in healthcare or a related field. 

 

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/  

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 tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

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. 

Please review the Equal Employment Opportunity poster. 

                  

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities