Communication Services Telecommunication Operator

About the role

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.

Responsibilities

• 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.
• 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.
• 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.
• Aid clinic personnel in contacting on-call physicians and staff physicians.
• Provide outside callers with medical assistance by directing to appropriate service.
• 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 backup 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.

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
• Clear, concise speaking voice
• Computer, oral and written communication, customer service and interpersonal skills

Qualifications

• High School Diploma or GED
• Experience in a medical/hospital environment or call center
• One year of Switchboard experience
• Experience with the Nortel phone system

Physical Requirements

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to communicate and exchange accurate information

Pay

Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.