Contact Center Support Operator II

3 months ago

Medina, United States Cleveland Clinic Full time

Answers and provides information to inbound and internal callers by accessing electronic alphabetical, geographical directories and transfers to appropriate destination. Answers and processes after hour patient and emergency internal calls to physicians using prescribed protocols and procedures. Answers and processes medical emergency codes for Enterprise using prescribed protocols and procedures in conjunction with the Critical Care Response Committee. Qualified applicants must reside near Medina, OH. There may be an opportunity to work remotely after training. 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 process information accurately using various electronic forms and following established protocols Work Experience: A Minimum 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 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. Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities

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