Contact Center Support Operator II

About the role

The Contact Center Support Operator II provides inbound and internal call handling for Fairview Hospital, ensuring callers receive accurate information and timely transfers to the appropriate destinations. The role supports patient care continuity and contributes to the overall patient experience.

Key responsibilities

• Answer inbound and internal calls, using electronic alphabetical and geographical directories to route callers.
• Process after‑hour patient and emergency calls to physicians, medical emergency codes, and internal events following prescribed protocols.
• Navigate the QGenda on‑call system to identify on‑call providers and relay patient details via alpha page or phone.
• Handle special protocols for Main Campus services such as Shock team, LVAD, Patients Plus, Transplant, and Orthopedic reconstruction hotlines.
• Provide assistance to callers with hearing impairments and those unable to dial, including relay services.
• Perform data entry tasks to update application databases, phone directories, and other electronic reference materials.
• Use Epic to view patient information and provide appointment details.

Required profile

• High School Diploma or GED.
• At least one year of call‑center or telephone operator experience, or two years of customer service experience.
• Ability to work rotating shifts, including evenings, nights, weekends, and holidays.
• Physical ability to sit for long periods and perform repetitive keyboard and telephone work.

Required skills

• Proficiency with QGenda on‑call scheduling system.
• Experience using Epic electronic health record system.
• Ability to navigate electronic directories and databases.
• Emergency Medical Dispatch (EMD) certification (preferred).