Contact Center Support Operator ll

                    

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 ll

                        

Location

Cleveland

                    

Facility

Fairview Hospital

                     

Department

Call Center Support Operations-Clinical and Operational Improvement

                      

Job Code

B14010

                     

Shift

Day/Evening/Night/Weekend

                       

Schedule

2:00pm-10:30pm

                       

Job Summary

                         

Job Details

Join Cleveland Clinic’s Fairview Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Fairview Hospital has been recognized as one of the top hospitals in Cleveland and Ohio. Here, you will work with and learn from some of our best caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. 

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. As Call Center Support Operator II, 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.

A caregiver in this role works evenings from 2:00 p.m. -- 10:30 p.m. and occasional day shifts.

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.

• Handle physician call offs, after hours and on call

• 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 such as Fairview, Lutheran and Avon. 

• 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 for the ideal future caregiver include:  

• High school diploma or GED.  

• One year of call center or telephone operator e