Contact Center Support Operator II

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

Job summary

Cleveland Clinic Medina Hospital in Medina, OH is hiring a Call Center Support Operator to guide inbound and internal callers, transfer to the right destinations, and help patients access information quickly within established metrics. You will work rotating afternoon shifts and weekends, use Epic for patient details, and support Main Campus and affiliate sites.

A High School diploma and call center experience are preferred; EMD certification is a plus.

Qualifications

• High School Diploma or GED.
• One year of call or contact center or telephone operator experience, or two years of customer service experience.
• Preferred: Emergency Medical Dispatch (EMD) Certification and healthcare experience.

Responsibilities

• Answer inbound calls and provide information to transfer callers to the appropriate destination within established metrics and productivity standards.
• Navigate through the QGenda on‑call system to identify on-call providers and contact them with patient details.
• Process Main Campus protocols, 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 persons who are unable to dial or are in emergency situations.
• Provide relay service for hearing impaired callers.
• Answer routine questions and provide information to the public about the organization using databases and reference materials.
• Perform data entry tasks, such as updating application database and phone directories.
• In emergency situations, answer internal medical emergency calls as a backup to maintain business continuity.
• Work in Epic to view patient information and provide appointment details.

Skills

Call center experience

Customer service experience

EMD Certification

Healthcare experience

Job description

Join Cleveland Clinic Medina Hospital and experience world-class healthcare at its best. As a proud recipient of the Vizient, Inc.'s Bernard A. Birnbaum, MD, Quality Leadership Award, Medina Hospital is known for its excellence in delivering safe, patient-centered care that is timely, effective, efficient, and equitable. Medina Hospital has also been recognized for its commitment to creating a positive environment that empowers and engages staff by the American Nurses Credentialing Center. Here, you can build a rewarding, lifelong career while receiving endless support and encouragement.

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 rotating shifts from 2:00 p.m. – 10:30 p.m., 3:30 p.m. – 10:00 p.m. or 5:00 p.m. – 10:30 p.m. including rotating weekends and holidays.

A caregiver who excels in this role will:

• Answer inbound calls and search database or reference material to obtain needed information to transfer caller to appropriate destination within established metrics and productivity standards.
• Navigate through the QGenda on‑call system to identify 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 persons who are unable to dial or are in emergency situations.
• 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 or contact 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.).