Contact Center Support Operator II

About the role

Contact Center Support Operator II positions at Cleveland Clinic Fairview Hospital provide critical support to our caregivers and patients. You will handle a variety of calls, from routine inquiries to urgent medical emergencies, ensuring that information is provided promptly and accurately.

Responsibilities

• Answer and provide information to inbound and internal callers by accessing electronic alphabetical, geographical directories and transfer to the appropriate destination.
• Process after hour patient and emergency internal calls to physicians, medical emergency codes and internal medical emergency events using prescribed protocols and procedures.
• Navigate through the QGenda on-call system to identify the on-call provider and process on-call via alpha page or phone call to the provider with patient details.
• Handle calls for multiple hospital sites, offer special assistance to people who are unable to dial or who are in emergency situations, and provide relay service for hearing impaired callers.
• Perform various data entry tasks, such as updating application database, phone directories and other electronic reference material.
• In emergency situations, answer internal medical emergency calls as a backup to maintain business continuity.
• 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.

Requirements

• High School Diploma or GED
• One year of call center or telephone operator experience OR two years of customer service experience

Preferred qualifications

• Emergency Medical Dispatch (EMD) Certification
• Experience in healthcare or a related field

Physical Requirements

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

Benefits

• Health Plan Options – EHP and EHP Plus
• Dental Care – Four plan options administered by Cigna
• Vision Care – Two plan options administered by EyeMed
• Flexible Spending Accounts – Healthcare and Dependent Care FSAs
• Life Insurance – Employer-paid life insurance equals 1x your annual salary with an option to purchase supplemental life insurance up to 10x your salary. You may also purchase dependent life insurance for a spouse and dependent children
• Short- and Long-term Disability Coverage
• Cleveland Clinic Investment Pension Plan
• The 401(k) / 403(b) Plan
• Paid Time Off (PTO)
• Caregiver discounts
• Adoption assistance
• Employee Assistance Program
• Employee Hardship Fund
• Paid maternity and parental leave