Cleveland Clinic · 9 hours ago
Contact Center Support Operator II
Cleveland, OH
Part-time
Onsite
Entry Level
$15.75/hr - $21.65/hr
1+ years expCleveland Clinic Fairview Hospital is a leading healthcare organization recognized for its exceptional nursing practices. The Contact Center Support Operator II will provide essential support by answering calls, processing emergency situations, and assisting patients with their inquiries to ensure high-quality customer service.
Health CareHospitalMedicalNon Profit
Responsibilities
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
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. 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
Qualification
Required
High school diploma or GED
One year of call center or telephone operator experience OR two years of customer service experience
Preferred
Emergency Medical Dispatch (EMD) certification
Experience in healthcare or a related field
Skills/competencies: active listening, stress management, communication, technology
Benefits
Healthcare
Dental and vision benefits
Retirement savings account contributions
Company
Cleveland Clinic
Cleveland Clinic is a non-profit medical center that combines clinical and hospital care with research and education. It is a sub-organization of Ashtabula Regional Medical Center.
10001+ employees
H1B Sponsorship
Cleveland Clinic has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (71)
2024 (78)
2023 (102)
2022 (60)
2021 (71)
2020 (46)
Funding
Current Stage
Late StageTotal Funding
$362.54MKey Investors
National Institutes of HealthNational Cancer InstituteAgency for Healthcare Research and Quality
2023-02-21Grant· $3.14M
2022-09-22Grant· $7.9M
2022-06-30Grant· $14.2M
Leadership Team
Delos Cosgrove
CEO & President
Tomislav Mihaljevic
President & Chief Executive Officer, Cleveland Clinic
Recent News
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