Call Center Support Operator II

Company: Cleveland Clinic
Location: Cleveland
Posted on: March 19, 2023

Job Description:

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 earned the No. 4 hospital ranking in Cleveland and the No. 5 hospital ranking in Ohio, according to the U.S. News & World Report. 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.

We are hiring a Call Center Support Operator II to answer and provide information for inbound and internal callers by accessing electronic alphabetical, geographical directories and transferring them to the appropriate destination. As a Call Center Support Operator, you will be responsible for answering and processing after-hour patient and emergency internal calls to physicians using prescribed protocols and procedures. You'll also be responsible for answering and processing medical emergency codes for Enterprise using prescribed protocols and procedures in conjunction with the Critical Care Response Committee.

The ideal candidate:
-Demonstrates strong communication and customer service skills.
-Is consistently pleasant and professional with callers and patients.
-Excels in a fast-paced work environment.
-Effectively works across multiple applications.

This is an excellent opportunity for someone who is seeking a non-clinical career in patient services. You'll enjoy the career advancement, professional development and tuition reimbursement that this position has to offer.

Cleveland Clinic provides what matters most: career growth, delivering world-class care to our patients, continuous learning, exceptional benefits and working for an organization that offers many long-term career paths. Join us and experience a culture where opportunities to advance and the support to get there go hand-in-hand.

Job Responsibilities:

• Answer and process internal medical emergency events (codes) and follow prescribed protocols established by Critical Care Response Committee.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, 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 Education:
  • High School Diploma or GED required Languages:
    • English Certifications:
      • Emergency Medical Dispatch (EMD) certification preferred Competencies (Complexity of Work):
        • 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 processinformation accurately using various electronic forms and following established protocols Work Experience:
          • AMinimum of 1 year of call center or telephone operator experience.
          • Or 2 years of customer service experience
          • Experience in Health care or a related field preferred. 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

Keywords: Cleveland Clinic, Cleveland , Call Center Support Operator II, Other , Cleveland, Ohio