Cleveland Clinic · 4 hours ago

Contact Center Support Operator I

Cleveland, OH

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

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.

Handle 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, you 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

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Call Center ExperienceEmergency Medical Dispatch CertificationHealthcare ExperienceEpicQGenda On-Call SystemData EntryEmergency Protocols