Communication Services Telecommunication Operator

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. Job Title Communication Services Telecommunication OperatorLocation ClevelandFacility Remote LocationDepartment CRP Command Center-Cleveland Clinic Martin HealthJob Code B0414FShift Day/Evening RotationSchedule 5:30am-11:00pmJob Summary Job Details 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’llplay an essential role in this missionby providing quick andaccurateprocessing ofall 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 works3 8-hour shifts or 2 12-hour shifts per week. The Call CenteroperatesMonday-Friday, 24/7, and 5:30AM – 9:00PM on weekends. Availability to work 1-2 weekend days and potentiallyone weekday isrequired. 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,recordand respond to all phone calls, emergencycallsand 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, bombthreatsand other crisis calls. • Process calls according togivensituation. • Determinepriority and protocol and dispatch security personnel accordingly. • Operate Nortel console. • Receive and screen all incoming and outgoing calls todetermineproper routing and provide system usage information andassistance. • Answer all callsidentifyingfacility and operator's name withappropriate 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-rangeand paging services for clinic caregivers and outside callers. • Notify proper personnel during traumas and medical emergencies. • Assistclinic personnel in contacting on-call physicians and staff physicians. • Provide outside callers with medicalassistancebydirecting toappropriate 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 asrequired. • Handle emergency calls on the emergency phone linedesignatedforsame-medicalemergencies. • Activate emergency code pagers and make necessary phone calls to responding personnel. • Assistas 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 andtimelybasis. • Consistently process all patient information according to HIPAA policy and procedures adhering topatient'srights 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, directoryinformationand oral paging • Demonstrated knowledge of CRT/PC operation • Knowledge of fax machines • Clear, concise speaking voice • Computer, oral and written communication, customerserviceand 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. 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 drug free environment. All offers of employment are followed by testing for controlled substances. 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. 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. Please review the Equal Employment Opportunity poster. Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities Apply tot his job