Contact Center Support Operator II

About the role

Contact Center Support Operator II at Cleveland Clinic Medina Hospital plays a crucial role in ensuring patients and caregivers receive timely and efficient information. This position involves answering and providing information to inbound and internal callers, facilitating transfers, and handling special protocols.

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
• Paid Time Off (PTO)
• Caregiver discounts
• Adoption assistance
• Employee Assistance Program
• Employee Hardship Fund
• Paid maternity and parental leave

Pay

Minimum hourly: $15.75
Maximum hourly: $21.65