Contact Center Support Operator I

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Respond to inbound and internal calls, offering information to callers.

• Utilize databases and reference materials to direct callers to the appropriate destinations while adhering to established metrics and productivity standards.

• Navigate the QGenda on-call system to identify on-call providers and manage pages or calls with patient information.

• Implement special protocols for Main Campus, including Shock Team, LVAD, Patients Plus, Transplant, and Ortho Reconstruction Hotline.

• Manage calls for various hospital sites, such as Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital, and South Pointe Hospital.

• Assist individuals unable to dial or in emergency situations.

• Provide relay services for hearing-impaired callers.

• Address routine public inquiries about the organization using electronic databases, tools, and reference materials.

• Conduct data entry tasks, including updating application databases, phone directories, and electronic reference resources.

• Serve as backup for internal medical emergency calls to ensure business continuity.

• Utilize Epic to access patient information and relay appointment details including location, provider, and date/time.

⛳️ Requirements

• Candidates must reside in Northeast Ohio.

• High School Diploma or GED is required.

• A minimum of one year of call or contact center experience or telephone operator experience, or two years of customer service experience is necessary.

• Preferred: Emergency Medical Dispatch (EMD) Certification.

• Preferred: Experience in healthcare or a related field.

• Evening shifts: 3:00 p.m.–11:30 p.m. or 12:00 p.m.–8:30 p.m.

• Must be available for every other weekend and holiday rotation.

• Ability to sit for extended periods and perform repetitive keyboard and telephone tasks.

• Compliance with standard precautions and the use of personal protective equipment is mandatory.

• Adherence to the annual influenza vaccination program or an approved exemption is required.

• Successful completion of controlled-substance testing following a job offer is necessary.

🏝️ Benefits

• An annual influenza vaccination or an approved exemption is required.

• Equal opportunity employment practices are upheld.

• A drug-free workplace is maintained.

• Standard personal protective equipment is provided and utilized.