[Hiring] Communication Services Telecommunication Operator @Cleveland Clinic

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Role Description

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. As a Communication Services Telecommunication Operator, you’ll play an essential role in this mission by providing quick and accurate processing of all telecommunications needs.
• Answer all incoming phone calls on a multi-function phone system.
• Respond to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats, and other crisis calls.
• Process calls according to given situation.
• Determine priority and protocol and dispatch security personnel accordingly.
• Operate Nortel console.
• Receive and screen all incoming and outgoing calls to determine proper routing and provide system usage information and assistance.
• Place and record all outgoing local, long distance and international calls for physicians and other clinic personnel.
• Operate page console and associated equipment.
• Provide in-house, long-range and paging services for clinic caregivers and outside callers.
• Notify proper personnel during traumas and medical emergencies.
• Assist clinic personnel in contacting on-call physicians and staff physicians.
• Provide outside callers with medical assistance by directing to appropriate service.
• Perform answering service duties for physicians and special services, take and deliver messages for staff physicians, residents and other clinic personnel upon request.
• Handle emergency calls on the emergency phone line designated for medical emergencies.
• Activate emergency code pagers and make necessary phone calls to responding personnel.
• Assist as back up for the security emergency line and respond after two rings if not answered.
• Process and distribute the on-call schedule on a weekly and timely basis.
• Consistently process all patient information according to HIPAA policy and procedures adhering to patient's rights and confidentiality.

Qualifications
• Knowledge of the Nortel console and pate equipment.
• Knowledge of placing local, long distance and overseas calls, directory information and oral paging.
• Demonstrated knowledge of CRT/PC operation.
• Knowledge of fax machines.
• Clear, concise speaking voice.
• Computer, oral and written communication, customer service and interpersonal skills.

Requirements
• High School Diploma or GED.
• Experience in a medical/hospital environment or call center.
• One year of Switchboard experience.
• Experience with the Nortel phone system.

Physical Requirements
• Ability to perform work in a stationary position for extended periods.
• Ability to operate a computer and other office equipment.
• Ability to communicate and exchange accurate information.

Personal Protective Equipment

Follows Standard Precautions using personal protective equipment as required for procedures.

Equal Employment Opportunity

The policy of Cleveland Clinic Health System and its system hospitals is to provide equal opportunity to all of our caregivers and applicants for employment in our drug-free environment.

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