req#: 298685
Location: Cleveland, OH
Facilities: Remote Location,
Professional Area: Customer Service
Department: 1102 Call Center Support Operations-Clinical and Operational Improvement
Job Code: B12030
Schedule: Full Time
Shift: Days
Answers and provides information to inbound and internal callers by accessing electronic alphabetical, geographical directories and transfers to appropriate destination. Answers and processes after hour patient and emergency internal calls to physicians using prescribed protocols and procedures.
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.
Education:
- High School Diploma or GED required.
Languages:
- English
Certifications:
- Emergency Medical Dispatch (EMD) certification preferred.
Complexity of Work:
- Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
- Stress: The ability to handle stressful situations and function under pressure with minimal supervision.
- Communication: Ability to handle high volume of calls and adjust based on the individual needs, consistently displaying strong customer service skills and empathy
- Technology: The ability to use computers and navigate across different computer systems. Ability to process information accurately using various electronic forms and following established protocols.
Work Experience:
- A Minimum of 1 year of call or contact center or telephone operator experience.
- Or 2 years of customer service experience.
- Experience in Health care or a related field preferred.
Physical Requirements:
- Sitting for long periods of time along with repetitive keyboard and telephone work.
Personal Protective Equipment:
- Follows standard precautions using personal protective equipment.
Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.
Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.
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Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities
The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System’s Smoking Policy will be permitted to reapply for open positions after one year.
Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.