Contact Center Support Operator I
| Company | Cleveland Clinic |
|---|---|
| Location | Cleveland, OH, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- High School Diploma or GED required.
- English
- A Minimum of 1 year of call or contact center or telephone operator experience.
- Or 2 years of customer service experience.
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.
- 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.
Preferred Qualifications
- Emergency Medical Dispatch (EMD) certification preferred.
- Experience in Health care or a related field preferred.