Communication Services Telecommunication Operator

About the position At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. 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 Monday, Tuesday and Wednesday from 8:30AM – 9:00PM. The Call Center operates Monday-Friday, 24/7, and 5:30AM – 9:00PM on weekends. Availability to support coverage for other shifts is required, as needed. This caregiver must live within a commutable distance to Martin Health locations to attend on-site training, meetings and support emergencies, as needed.

Responsibilities

• 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.

Requirements

• 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

Nice-to-haves

• 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

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