Communication Services Telecommunication Operator

Cleveland Clinic; Florida; On-site; USD 42,000 - 54,000; Full time

Job summary

Cleveland Clinic Weston Hospital seeks a Communication Services Telecommunication Operator to manage a multi-function phone system, answer inquiries, and route calls for emergency and routine needs. You will support clinicians, security, and staff while ensuring HIPAA-compliant information handling.

The role requires a clear speaking voice, strong computer skills, and experience with Nortel paging systems. On-site shifts include day, evening, night and weekend coverage within a hospital

Qualifications

• Minimum qualifications include knowledge of Nortel console and paging equipment.
• Must know how to place local, long distance and overseas calls, and provide paging.
• Demonstrated knowledge of CRT/PC operation.
• Must be able to use fax machines and communicate clearly.

Responsibilities

• Receive, record and respond to all calls, including emergencies and crisis lines.
• Answer incoming calls on a multi-function phone system with proper greeting.
• Dispatch security personnel as needed per protocol.
• Provide paging services and coordinate with on-call physicians and staff.
• Maintain HIPAA-compliant handling of patient information.

Skills

Nortel console

Phone system operation

Clear, concise speaking voice

Computer, oral and written comms

Interpersonal skills

Fax machines

CRT/PC operation

Education

High School Diploma or GED

Tools

Nortel console

Phone system

Fax machines

Job description

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Title

Communication Services Telecommunication Operator

Location

Weston

Facility

Florida Weston Hospital

Department

Appointment Center-Clinical and Operational Improvement

Job Code

B0414F

Shift

Day/Evening/Night/Weekend

Schedule

7:00am-4:00pm/11:00am-8:00pm

Job Details

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 metro area and Florida. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

Our goal of delivering exceptional services and care goes far beyond the clinical setting. We also have a responsibility to keep our patients, visitors, caregivers, and staff safe and secure. As a Communication Services Telecommunication Operator, you’ll play an essential role in this mission by providing quick and accurate processing of all telecommunications needs. You will answer all incoming phone calls on a multi-function phone system, responding to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats, and other crisis calls. In this role, you will be able to enhance your customer service and communication skills while being a part of a growing healthcare organization.

A caregiver in this position works 7:00AM - 4:00PM. The Call Center operates Monday-Friday, 24/7, and 5:30AM – 9:00PM on weekends. Availability to work 1-2 weekend days and potentially one weekday is required.

This caregiver must live within a commutable distance to Weston Hospital to attend on-site training, meetings and support emergencies, as needed.

A caregiver who excels in this role will:

• Receive, record and respond to all phone calls, emergency calls and oxygen alarms.
• Answer all incoming phone calls on a multi-function phone system.
• Respond to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats and other crisis calls.
• Process calls according to given situation.
• Determine priority and protocol and dispatch security personnel accordingly.
• Operate Nortel console.
• Receive and screen all incoming and outgoing calls to determine proper routing and provide system usage information and assistance.
• Answer all calls identifying facility and operator’s name with appropriate greeting.
• Place and record all outgoing local, long distance and international calls for physicians and other clinic personnel.
• Operate page console and associated equipment.
• Provide in-house, long-range and paging services for clinic caregivers and outside callers.
• Notify proper personnel during traumas and medical emergencies.
• Assist clinic personnel in contacting on-call physicians and staff physicians.
• Provide outside callers with medical assistance by directing to appropriate service.
• Perform answering service duties for physicians and special services, take and deliver messages for staff physicians, residents and other clinic personnel upon request, and answer and contact proper personnel as required.
• Handle emergency calls on the emergency phone line designated for same-medical emergencies.
• Activate emergency code pagers and make necessary phone calls to responding personnel.
• Assist as back up for the security emergency line and respond after two rings if not answered.
• Process and distribute the on-call schedule on a weekly and timely basis.
• Consistently process all patient information according to HIPAA policy and procedures adhering to patient’s rights and confidentiality.

Minimum qualifications for the ideal future caregiver include:

• Knowledge of the Nortel console and pate equipment
• Knowledge of placing local, long distance and overseas calls, directory information and oral paging
• Demonstrated knowledge of CRT/PC operation
• Knowledge of fax machines
• Clear, concise speaking voice
• Computer, oral and written communication, customer service and interpersonal skills

Preferred qualifications for the ideal future caregiver include:

• High School Diploma or GED
• Experience in a medical/hospital environment or call center
• One year of Switchboard experience
• Experience with the Nortel phone system

Physical Requirements:

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to communicate and exchange accurate information

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required for procedures.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster.

Cleveland Clinic is pleased to be an equal employment opportunity employer.