Contact Center Support Operator II

About the Role

Join Cleveland Clinic Union Hospital and experience world-class healthcare at its best. As a Call Center Support Operator II, you will answer and provide information for inbound and internal callers. Using electronic directories, you will facilitate transfers to their appropriate destinations, allowing our caregivers and patients to access important information timely and efficiently. You will ensure all callers have an exceptional experience, from the first “Hello,” to the final “Goodbye.” Your role is critical in ensuring patients continue receiving the best care possible.

Responsibilities

• Answer and provide information to inbound and internal callers by accessing electronic alphabetical, geographical directories and transfer to the appropriate destination.
• Answer and 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.
• Process special protocols for Main Campus including Shock team, LVAD, Patients Plus, Transplant, and Ortho reconstruction hotline.
• 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.
• Answer routine questions and provide information to the public about the organization using electronic databases and other tools and reference materials.
• Perform various data entry tasks, such as updating application databases, phone directories, and other electronic reference materials.
• 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.

Schedule

A caregiver in this position works both 7:00 am - 3:30 pm and 3:30 pm - 12:00 am. Rotating weekends & holidays.

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.

Personal Protective Equipment

Follows standard precautions using personal protective equipment.

Pay

The pay range for new hires is $15.75 - $21.65 per hour. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set, and education. The pay range does not include any applicable pay practices (e.g., shift differentials, overtime, etc.) or the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).