Communication Services Telecommunication Operator

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. Our goal of delivering exceptional services and care goes far beyond the clinical setting. We also have a responsibility to keep our patients, visitors, caregivers, and staff safe and secure. As a Communication Services Telecommunication Operator, you’ll play an essential role in this mission by providing quick and accurate processing of all telecommunications needs. You will answer all incoming phone calls on a multi-function phone system, responding to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats, and other crisis calls. In this role, you will be able to enhance your customer service and communication skills while being a part of a growing healthcare organization. A caregiver in this position works 3 8-hour shifts or 2 12-hour shifts per week. The Call Center operates Monday-Friday, 24/7, and 5:30AM – 9:00PM on weekends. Availability to work 1-2 weekend days and potentially one weekday is required. This caregiver must live within a commutable distance to Martin Health locations to attend on-site training, meetings and support emergencies, as needed. A caregiver who excels in this role will: • Receive, record and respond to all phone calls, emergency calls and oxygen alarms. • Answer all incoming phone calls on a multi-function phone system. • Respond to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats and other crisis calls. • Process calls according to given situation. • Determine priority and protocol and dispatch security personnel accordingly. • Operate Nortel console. • Receive and screen all incoming and outgoing calls to determine proper routing and provide system usage information and assistance. • Answer all calls identifying facility and operator's name with appropriate greeting. • Place and record all outgoing local, long distance and international calls for physicians and other clinic personnel. • Operate page console and associated equipment. • Provide in-house, long-range and paging services for clinic caregivers and outside callers. • Notify proper personnel during traumas and medical emergencies. • Assist clinic personnel in contacting on-call physicians and staff physicians. • Provide outside callers with medical assistance by directing to appropriate service. • Perform answering service duties for physicians and special services, take and deliver messages for staff physicians, residents and other clinic personnel upon request, and answer and contact proper personnel as required. • Handle emergency calls on the emergency phone line designated for same-medical emergencies. • Activate emergency code pagers and make necessary phone calls to responding personnel. • Assist as back up for the security emergency line and respond after two rings if not answered. • Process and distribute the on-call schedule on a weekly and timely basis. • Consistently process all patient information according to HIPAA policy and procedures adhering to patient's rights and confidentiality. Minimum qualifications for the ideal future caregiver include: • Knowledge of the Nortel console and pate equipment • Knowledge of placing local, long distance and overseas calls, directory information and oral paging • Demonstrated knowledge of CRT/PC operation • Knowledge of fax machines • Clear, concise speaking voice • Computer, oral and written communication, customer service and interpersonal skills Preferred qualifications for the ideal future caregiver include: • High School Diploma or GED • Experience in a medical/hospital environment or call center • One year of Switchboard experience • Experience with the Nortel phone system Physical Requirements: • Ability to perform work in a stationary position for extended periods • Ability to operate a computer and other office equipment • Ability to communicate and exchange accurate information Personal Protective Equipment: • Follows Standard Precautions using personal protective equipment as required for procedures. Pay Range Minimum hourly: $15.00 Maximum hourly: $18.44 The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set and education. The pay range displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.). Apply tot his job