Contact Center Support Operator I

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

📋 Description

• Respond to inbound and internal calls, providing 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 calls or alpha pages containing patient details.

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

• Handle calls for Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital, and South Pointe Hospital.

• Assist individuals who are unable to dial or are in emergency situations.

• Provide relay services for callers with hearing impairments.

• Address routine public inquiries about the organization utilizing electronic databases and reference materials.

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

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

• Use Epic to access patient information and provide details regarding appointments.

⛳️ Requirements

• Candidates must reside in Northeast Ohio.

• High School Diploma or GED is required.

• One year of experience in call centers or as a telephone operator OR two years of customer service experience.

• Prior experience in healthcare or a related field is preferred.

• Emergency Medical Dispatch (EMD) Certification is preferred.

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

• Adhere to standard safety precautions by using personal protective equipment.

• Compliance with controlled-substance testing is required upon receiving an employment offer.

• Must adhere to the Cleveland Clinic's influenza prevention program, including annual vaccinations or an approved exemption.

🏝️ Benefits

• Fully remote work available, Monday through Friday.

• Comprehensive and outstanding benefits that support caregivers' health, well-being, and future.

• Annual influenza vaccination or approved exemption program.

• Equal employment opportunity in a drug-free environment.