Voice Communications Specialist-Remote

Cleveland Clinic; United States; Remote; USD 42,000 - 52,000; Full time

Job summary

Cleveland Clinic Health System—Voice Communications Specialist is a remote position based from Cleveland. The role handles inbound calls, accesses directories, and routes calls to appropriate destinations within performance metrics.

Primary responsibilities include assisting patients, managing on-call notifications via QGenda, and handling data entry tasks. Eligible applicants have a HS diploma or GED and call center or customer service experience, preferably in healthcare.

Qualifications

• HS diploma or GED required.
• 1 year Call Center or telephone operator experience or 2 years Customer Service experience.
• Experience in Health Care or a related field preferred.

Responsibilities

• Answer inbound calls and provide information to callers.
• Navigate QGenda on-call system to identify and contact on-call providers.
• Assist patients with dialing instructions and answering questions.
• Expedite medical emergencies per established procedures.
• Process calls using telephone and messaging equipment.
• Handle inbound calls for multiple locations.
• Perform data entry for databases and directories.
• Other duties as assigned.

Skills

Call Center

Customer Service

Healthcare

Education

HS Diploma or GED

Tools

QGenda

Database software

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-Remote

Location

Cleveland

Facility

Remote Location

Job Code

B1027S

Shift

Days

Schedule

8:00am-5:00pm

Job Summary

Answers and provides information to inbound and internal callers by accessing electronic alphabetical, geographical directories and transfers to appropriate destination. Operates telecommunications equipment. Operates facsimile and page programming units and associated equipment. Operates page terminal and associated equipment.

Job Details

This caregiver role is primarily a day-shift position, scheduled Monday through Friday. Current hours are anticipated to fall between 8:00 a.m. and 5:00 p.m.; however, the schedule is subject to change as the team continues to finalize operating hours.

Responsibilities:

• Answer inbound calls, 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. Process on-call via alpha page or phone call to the Provider with patient details.
• Provides assistance to patients with dialing instructions, placing calls and answering questions.
• Expedites medical emergency and crises intervention procedures using page and established procedures.
• Processes calls using associated telephone equipment and messaging technology equipment.
• Handles inbound calls for multiple locations
• Answer routine questions and provide information to the public about the organization using electronic database and other tools and reference materials. Call types and questions can vary based on a variety of factors (seasonal changes, marketing campaigns, new medical studies/information, etc.)
• Perform various data entry tasks, such as updating application database, phone directories and other electronic reference material.
• Other duties as assigned

Education:

• HS diploma or equivalent GED required.

Certifications:

• None required.

Complexity of Work:

• A solid understanding of networking/distributed computing environment concepts.
• Understands principles of client/server configuration.
• Excellent knowledge of messaging technology and project management skills.

Work Experience:

• A minimum of 1 year of Call Center or telephone operator experience
• Or 2 years of Customer Service experience
• Experience in Health Care or a related field preferred

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.