Contact Center Support Operator II

Serving the needs of Garfield Heights and the Southeast communities of Cuyahoga County since 1949, Marymount Hospital is a 269-registered bed acute care, faith-based hospital and became the first regional hospital to become a member of the Cleveland Clinic Healthcare System in 1995. This Magnet-recognized hospital maintains a strong commitment to the communities it serves through blending compassionate patient care with exceptional medical expertise. At Marymount Hospital, caregivers are guided by the Christian values of service, compassion, dignity and respect and live by the mission of providing world-class healthcare.     

As Call Center Support Operator II, you will answer and provide information for inbound and internal callers. Using electronic directories, you will facilitate transfers to their appropriate destinations, allowing our caregivers and patients to access important information timely and efficiently. You will ensure all callers have an exceptional experience, from the first “Hello,” to the final “Goodbye.” However, your work is so much more than answering questions and processing calls – you play a critical role in ensuring patients continue receiving the best care possible while at Cleveland Clinic.    

A caregiver in this position works days from 7:00AM – 3:30PM, including every other weekend and holiday. 

A caregiver who excels in this role will: 

• Answer and provide information to inbound and internal callers by accessing electronic alphabetical, geographical directories and transfer to the appropriate destination.  

• Answer and process after-hour patient and emergency internal calls to physicians, medical emergency codes and internal medical emergency events using prescribed protocols and procedures.  

• Navigate through the QGenda on-call system to identify the on-call provider and 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.  

• Handle calls for multiple hospital sites including Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital and South Pointe Hospital. 

• Offer special assistance to people who are unable to dial or who are in emergency situations and 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.  

• Perform various data entry tasks, such as updating application database, phone directories and other electronic reference material. 

• In emergency situations, answer internal medical emergency calls as a backup to maintain business continuity. 

• 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.  

Minimum qualifications for the ideal future caregiver include:  

• High School Diploma or GED 

• One year of call center or telephone operator experience OR two years of customer service experience 

Preferred qualifications for the ideal future caregiver include:  

• Emergency Medical Dispatch (EMD) Certification 

• Experience in healthcare or a related field