Contact Center Support Operator II

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

Shift

Days

Schedule

7:00am-3:30pm

Job Summary

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.

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. Customer service caregivers deliver what matters most to our patients and their families, ensure exceptional experiences and thrive on making positive impacts in the community.

Caregivers in this role will 7:00am to 3:30pm. This includes rotating weekends and holidays.

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. Medical emergency event calls vary in code type (Code Blue, Rapid Response, Code Violet, Code Silver/Active Threat, etc.) and require operator to follow different steps depending on code. Steps may include paging critical response teams, alerting security and executing overhead pages.
• Answer inbound calls and search databases or reference materials to obtain needed information to transfer callers to the appropriate destination within established metrics and productivity standards.
• 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. Call types and questions can vary based on a variety of factors (seasonal changes, marketing campaigns, new medical studies, etc.).
• Perform various data entry tasks, such as updating application database, phone directories and other electronic reference material.
• In emergency situations, may answer internal medical emergency calls as a backup to maintain business continuity. Medical Emergencies will be processed and dispatched following prescribed protocols established by Critical Care Response Committee.
• 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

• High school diploma or GED
• 1 year of call center or telephone operator experience OR 2 years of customer service experience

Preferred Qualifications

• Emergency Medical Dispatch (EMD) certification
• Experience in healthcare or a related field
• Skills/competencies such as active listening, stress management, communication and technology

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