Job Description

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

Medina

Facility

Medina Hospital

Department

Call Center Support Operations-Clinical and Operational Improvement

Job Code

B14010

Shift

Day/Evening/Night/Weekend

Schedule

2:00pm-10:30pm/5:00pm-10:30pm

Join Cleveland Clinic Medina Hospital and experience world-class healthcare at its best. As a proud recipient of the Vizient, Inc.'s Bernard A. Birnbaum, MD, Quality Leadership Award, Medina Hospital is known for its excellence in delivering safe, patient-centered care that is timely, effective, efficient, and equitable. Medina Hospital has also been recognized for its commitment to creating a positive environment that empowers and engages staff by the American Nurses Credentialing Center. Here, you can build a rewarding, lifelong career while receiving endless support and encouragement.

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. You will ensure all callers have an exceptional experience, from the first “Hello,” to the final “Goodbye.” 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.

A caregiver in this position works 2nd shift positions on-site. Rotating weekends will occur from 3:00pm to 10:30pm. Rotating Mondays/Tuesdays will be from 5:00pm to 10:30pm. Rotating Thursdays/Fridays will be from 2:00pm to 10:30pm. This will equal about 20 hours per week and will include approximately 4 weeks of full-time training on 1st and 2nd 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.

• 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.

• 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 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

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

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster

Cleveland Clinic is pleased to be an equal employment opportunity employer.