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 Call Center Support Operator II to join a dedicated team delivering timely information to patients and caregivers. You will answer inbound and internal calls, transfer callers, and provide routing guidance using electronic directories while upholding an exceptional caller experience.

The role requires after-hours coverage Monday through Friday from 10:00pm to 7:00am with rotating holidays and weekends.

Qualifications

• High School Diploma or GED is required.
• One year of call center or telephone operator experience OR two years of customer service experience preferred.
• EMD Certification is a plus and healthcare experience is beneficial.

Responsibilities

• Answer inbound and internal calls and transfer to appropriate destinations.
• Handle after-hours calls to physicians and emergency codes per protocol.
• Navigate on-call system to identify provider and relay details.
• Process specialized protocols for hospital-wide hotlines as needed.
• Provide relay service for hearing-impaired callers.
• Enter data in patient access databases and directories.
• Use Epic to view patient information and share appointment details.

Skills

Customer service

Call center experience

Education

High School Diploma or GED

EMD Certification

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 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 Monday through Friday from 10:00pm to 7:00am with rotating holidays and weekends.

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.).