Contact Center Support Operator

Cleveland Clinic

2d•Remote

About The Position

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.

Requirements

High School Diploma or GED required.
English
A Minimum of 1 year of call or contact center or telephone operator experience. Or 2 years of customer service experience.
Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
Stress: The ability to handle stressful situations and function under pressure with minimal supervision.
Communication: Ability to handle high volume of calls and adjust based on the individual needs, consistently displaying strong customer service skills and empathy
Technology: The ability to use computers and navigate across different computer systems. Ability to process information accurately using various electronic forms and following established protocols.
Sitting for long periods of time along with repetitive keyboard and telephone work.
Follows standard precautions using personal protective equipment.

Nice To Haves

Emergency Medical Dispatch (EMD) certification preferred.
Experience in Health care or a related field preferred.

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
Process special protocols for Main Campus including Shock team, LVAD, Patients Plus, Transplant and Ortho reconstruction hotline.
Handles calls for multiple hospital sites including Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital and South Pointe Hospital.
Offer special assistance to person who are unable to dial or who 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. 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.
Other duties as assigned.