Contact Center Support Operator II

Cleveland Clinic; Cleveland (OH); On-site; USD 22,000 - 30,000; Full time

Job summary

Cleveland Clinic Fairview Hospital is hiring a Call Center Support Operator II to assist inbound and internal callers, coordinating transfers to the right destinations and ensuring excellent patient and caregiver experiences.

The role covers 2:00pm–10:30pm with possible 7:00am–3:30pm shifts, plus rotating weekends and holidays. Strong data entry and communication skills are essential in a fast-paced healthcare environment.

Qualifications

• High School Diploma or GED required.
• At least 1 year in a call center or 2 years in customer service.
• Excellent communication and data entry skills.

Responsibilities

• Answer inbound and internal callers and transfer as needed.
• Handle after-hours calls to physicians and emergencies.
• Identify on-call provider using the on-call system.
• Assist with Main Campus protocols including Shock team and Transplant hotline.
• Provide information about the organization to the public.
• Enter data into application databases.

Skills

Call center experience

Customer service

Education

High School Diploma or GED

Job description

Join Cleveland Clinic Fairview Hospital and experience world‑class healthcare at its best. Cleveland Clinic Fairview Hospital is a proud Magnet Hospital awarded by the American Nurses Credentialing Center, the highest honor an organization can receive for professional nursing practice. On our team, you will provide stellar care at one of the top healthcare organizations in the nation.

As 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." However, your work is so much more than answering questions and processing calls – you play a critical role in ensuring patients continue receiving the best care possible while at Cleveland Clinic.

A caregiver in this position works 2:00pm to 10:30pm with the potential need to come in from 7:00am to 3:30pm. Rotating weekends and holidays is required.

A caregiver who excels in this role will:

• 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 database and other tools and reference materials.
• 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.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma or GED
• One year of call center or telephone operator experience OR two 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

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 Range

Minimum hourly: $15.75

Maximum hourly: $21.65

The pay range displayed on this job posting reflects the anticipated range for new hires. 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 displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).