Contact Center Support Operator II

About the role

The Contact Center Support Operator II provides timely information and call routing for inbound and internal callers at Union Hospital, part of the Cleveland Clinic Health System. Working in a fast‑paced call center environment, the operator ensures patients and staff receive accurate information and seamless access to services.

Key responsibilities

• Answer inbound and internal calls, using electronic alphabetical and geographical directories to transfer callers to the appropriate destination.
• Process after‑hour patient and emergency calls, following prescribed protocols for physicians, medical emergency codes, and on‑call providers via the QGenda system.
• Handle special protocols for main campus services such as Shock team, LVAD, Transplant, and Orthopedic reconstruction hotlines.
• Provide assistance to callers with hearing impairments and those unable to dial, offering relay services.
• Perform data entry tasks to update phone directories, application databases, and other electronic reference materials.
• Use Epic to retrieve patient information, confirm appointment details, and support internal medical emergency calls as a backup.

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.
• Preferred: Emergency Medical Dispatch (EMD) certification and prior experience in a healthcare setting.

Required skills

• Proficiency with Epic electronic health‑record system.
• Experience using QGenda on‑call scheduling platform.
• Ability to navigate electronic directories for call routing.