Contact Center Support Operator I

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. You will work alongside dedicated caregivers, 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 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/