Contact Center Support Operator II

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

Job summary

Cleveland Clinic Union Hospital in Dover, Ohio is seeking a skilled Call Center Support Operator to assist inbound and internal callers and transfer them to the right destination. You will work across sites, access electronic directories, and support patient care with timely information.

The role requires a high school diploma or GED and call center or customer service experience. Epic experience and emergency protocols knowledge are valued in this fast-paced environment.

Qualifications

• High School Diploma or GED required.
• 1 year call center experience or 2 years customer service experience preferred.
• Emergency Medical Dispatch (EMD) certification is a plus.

Responsibilities

• Answer inbound and internal calls by accessing directories and route to the appropriate destination.
• Handle after-hour calls to physicians and emergency codes following prescribed protocols.
• Navigate the on-call system to identify providers and contact them with patient details.
• Process calls for multiple hospital sites including Main Campus and other campuses.
• Provide relay service for hearing impaired callers and assist those unable to dial.
• Perform data entry and update patient-related information in the database.

Skills

Call center experience

Customer service

Education

High School Diploma or GED

Tools

Epic

Job description

Join Cleveland Clinic Union Hospital and experience world class healthcare at its best. Located in Dover, Ohio, the award-winning not-for-profit Union Hospital serves the communities of eastern Ohio. Here, you will be part of a talented, compassionate, and driven team of caregivers, work with state-of-the-art technology and provide stellar patient care.

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 both 7:00 a.m. – 3:30 p.m. or 3:30 p.m. – 12:00 a.m. including rotating weekends and holidays.

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.).