Contact Center Support Operator II

Cleveland Clinic; Great Barrington (MA); On-site; USD 38,000 - 46,000; Full time

Job summary

Join Cleveland Clinic Fairview Hospital and provide exceptional call center support to patients and caregivers. You will answer inbound and internal calls and transfer to appropriate destinations, using electronic directories to access information.

The role starts onsite with 2:00pm–10:30pm shifts, rotating weekends and holidays, with potential to transition to remote work in 2027. Requires a high school diploma and call center or customer service experience.

Qualifications

• High School Diploma or GED required.
• 1 year of call center or 2 years of customer service experience required.

Responsibilities

• Answer and provide information to inbound and internal callers by accessing electronic directories and transfer to appropriate destinations.
• Answer and process afterhour patient and emergency internal calls to physicians, medical emergency codes and internal medical emergency events using prescribed protocols.
• Navigate the 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.
• Handle calls for multiple hospital sites and provide relay service for hearing impaired callers.
• Work in Epic to view patient information and provide appointment details (location, provider, date/time).

Skills

Call center experience

Customer service experience

EMD Certification (preferred)

Education

High School Diploma or GED

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

Contact Center Support Operator II

Location

Cleveland

Facility

Fairview Hospital

Department

Call Center Support Operations-Clinical and Operational Improvement

Job Code

B14010

Shift

Day/Evening/Night/Weekend

Schedule

2:00pm-10:30pm

Job Details

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 willfacilitatetransfers to theirappropriate destinations, allowing our caregivers and patients to accessimportant informationtimelyand 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. This position will start on onsite at Fairview and is expected to transition remote in 2027.

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 theappropriate destination.

• Answer and process afterhourpatient and emergency internal calls to physicians, medical emergency codes and internal medical emergency events using prescribed protocols and procedures.

• Navigate through theQGendaon-call system toidentifythe 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 specialassistanceto 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 electronicdatabaseand other tools and reference materials.

• Perform various data entry tasks, such as updatingapplicationdatabase, phonedirectoriesand other electronic reference material.

• In emergency situations,answer internal medical emergency calls as a backup tomaintainbusiness 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:

• HighSchoolDiploma 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

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.