Contact Center Support Operator II

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

Job summary

Marymount Hospital, part of the Cleveland Clinic, is seeking a Call Center Support Operator to answer inbound and internal calls, transfer to the appropriate destinations, and help caregivers and patients access information quickly.

This role requires evening hours 2:00 p.m. – 10:30 p.m., with every other weekend and holiday rotation. You will use Epic for patient details, support multiple hospital sites, and coordinate emergency and after-hours communications.

Qualifications

• High School Diploma or GED.
• One year of call center or telephone operator experience OR two years of customer service experience.
• EMD certification preferred.

Responsibilities

• Answer and provide information to inbound and internal callers.
• Transfer calls to the appropriate destinations.
• Process after-hour patient and emergency internal calls using prescribed protocols.
• Navigate the on-call system to identify the provider and notify via alpha page or phone.
• Work in Epic to view patient information and provide appointment details.
• Handle calls for multiple hospital sites including Main Campus and others.

Skills

Call center experience

Customer service experience

Emergency Medical Dispatch (EMD) Cert

Education

High School Diploma or GED

Job description

Serving the needs of Garfield Heights and the Southeast communities of Cuyahoga County, Marymount Hospital is an acute care, faith-based hospital. Here, caregivers are guided by the Christian values of service, compassion, dignity and respect and live by the mission of providing world-class healthcare. As a part of our team, you will build a rewarding, lifelong career in a diverse and welcoming environment.

As a Call Center Support Operator, 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. 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 evenings from 2:00 p.m. – 10:30 p.m. with every other weekend and holiday rotation requirements. You must be able to occasionally cover 10:30 a.m. – 7:30 p.m. and 3rd shifts based on business needs.

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 including Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital and South Pointe Hospital.
• 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.).