Voice Communications Specialist

Cleveland Clinic; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

Cleveland Clinic Health System is hiring a Voice Communications Specialist in Cleveland. You will answer and route calls, connect callers with departments, and provide directory assistance using Cisco phone systems, Excel, and Copilot.

The role emphasizes accurate information, courteous service, and reliable daily communications within the Appointment Center. The position runs weekdays with a 7:00am–7:00pm schedule, working in a remote location facility as part of the Appointment Center-Clinical

Qualifications

• Minimum qualifications include a High School Diploma and understanding of networking concepts.
• Knowledge of client/server configurations and messaging technologies is preferred.
• 1 year of Call Center or telephone operator experience or 2 years in Customer Service.

Responsibilities

• Answer and route calls, connecting callers with appropriate departments and personnel.
• Provide directory assistance and maintain accurate information.
• Operate Cisco phone systems, manage daily communications, and use Excel/Copilot for data tasks.
• Assist hospital staff with dialing instructions, calls, and questions.
• Support emergency procedures and page system operations as needed.
• Coordinate with on-call physicians and other on-call personnel.
• Handle internal and external communications and dispatch messages.

Skills

Networking concepts

Client/server configuration

Messaging technology

Call Center experience

Customer service

Education

High School Diploma

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

Voice Communications Specialist

Location

Cleveland

Facility

Remote Location

Department

Appointment Center-Clinical and Operational Improvement

Job Code

B1027S

Shift

Variable

Schedule

7:00am-7:00pm

Job Details

Join the Cleveland Clinic team where you will work alongside passionate caregivers and make a lasting, meaningful impact on patient care. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.

As a Voice Communication Specialist, you’ll play an important role in keeping communication flowing throughout Cleveland Clinic by answering and routing calls, connecting callers with the appropriate departments and personnel, and providing directory assistance. Using Cisco phone systems, Microsoft Excel and Copilot, you’ll help manage daily communications, maintain accurate information, and ensure callers receive courteous and timely assistance. This position offers an opportunity to build valuable communication and customer service skills while exploring future career opportunities within Cleveland Clinic.

A caregiver in this position works days, Mon-Fri, 8:30am—5:00pm. No weekends or holidays.

A caregiver who excels in this role will:

• Receive and screen all incoming and outgoing calls to determine proper routing and provide system usage information and Foundation directory assistance.

• Place and record all outgoing local long distance and international calls for doctors and other hospital personnel in the manner described by procedures.

• Direct hospital personnel request conference calls to conference companies as procedures described.

• Provide assistance to hospital patients with dialing instructions, placing calls, and answering questions.

• Expedite medical emergency and crises intervention procedures using page and established procedures.

• Assist staff with out-of-service pages by performing program changes using page systems.

• Process calls using associated telephone equipment, such as SL1 auxiliary telephone backup systems, messaging technology equipment and alpha units.

• Assist personnel in contacting on-call physicians and other on-call personnel.

• Provide outside callers with medical assistance by contacting on-call physicians for appropriate services as applicable.

• Operate various systems and facsimile equipment.

• Send domestic and international telegrams using telex format on CRT.

• Receive, log and dispatch incoming telex and facsimile messages.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma
• Solid understanding of networking/distributed computing environment concepts
• Understand principles of client/server configuration
• Excellent knowledge of messaging technology and project management skills
• 1 year of Call Center or telephone operator experience
• OR 2 years of Customer Service experience

Preferred qualifications for the ideal future caregiver include:

• Experience in Health Care or a related field

Physical Requirements:

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to travel throughout the hospital system
• Ability to communicate and exchange accurate information
• In some locations, ability to move up to 10 pounds

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

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.