Join Cleveland Clinic Weston Hospital’s team of caregivers that remain on the leading edge of technology and education, all while consistently providing patient-centered healthcare. As part of Cleveland Clinic’s Florida region, Weston Hospital is recognized as one of the top hospitals in the Miami-Fort Lauderdale and Florida regions. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.

As Lead Call Center Support Operator, you fill a management role while continuing to fulfill standard duties expected of the Call Center Support Operator I. You will monitor adherence and call queues to ensure operator phone coverage, evaluating calls for quality and conducting training as needed. Essentially, you are the “eyes and ears” on the floor, helping troubleshoot issues as they arise, report data, update provider lists and lead team huddles. This position offers an excellent way to encourage your team while building your current skillset in a fast-paced, exciting healthcare setting.

A caregiver in this position works evenings from 10:30AM – 7:00PM or 11:30AM – 8:00PM.

A caregiver who excels in this role will:

• Monitor real-time adherence and call queues to ensure operators are providing adequate phone coverage and avoiding going over their allotted time for breaks, lunch, personal, etc.
• Support quality monitoring by listening and evaluating calls and providing training and tips for improved phone service and etiquette.
• Assist with conducting training of other staff members, including new hire onboarding, offering best practices in electronic system navigating to ensure consistency and accuracy.
• Assist with conducting team huddles to share information with other staff members.
• Handle escalated issues/calls from other operators.
• Report trends and opportunities to leadership.
• Answer internal medical emergency calls, prioritize calls, determine type of response and dispatch calls accordingly following prescribed protocols.
• Answer and process requests for Crisis Intervention Team and other emergency codes using prescribed protocols in conjunction with the Emergency Management Team.
• Answer and process after hours’ patient emergency messages to physicians using prescribed protocols.
• Answer inbound calls and search database or reference material to obtain needed information to transfer caller to appropriate destination within established metrics and productivity standards.
• Offer special assistance to persons who are unable to dial or who are in emergency situations and relay service for hearing impaired callers.
• Answer routine questions about the organization using electronic database and reference material.
• Suggest and check alternate spellings, locations or listing formats for callers lacking details or complete information.
• Perform various data entry tasks, such as updating application database, phone directories and other electronic reference material.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma/GED and three years of experience in a similar role, including the coordination of multiple tasks OR Bachelor’s Degree and one year of experience

Preferred qualifications for the ideal future caregiver include:

• Call Center Support Operator I experience
• Emergency response or medical code processing experience

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/

Physical Requirements:

• Requires frequent sitting, audible speech and hearing, normal or corrected vision.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment.