Contact Center Support Operator I

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. 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 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. This is a remote, full-time position. A caregiver in this role will work between 8:30am to 5:00pm on Monday - Friday. Qualified applicants do need to reside in Northeast Ohio. 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 Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: 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 Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process. Apply tot his job