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

Voice Communication Specialist

Location

Mayfield Hts

Facility

Hillcrest Hospital

Department

Beachwood Admin-Regional Operations

Job Code

B1027S

Shift

Days

Schedule

8:00am-5:00pm

Job Summary

Job Details

Join Cleveland Clinic Hillcrest Hospital and experience world-class healthcare at its best. Hillcrest Hospital provides state-of-the-art healthcare to all its patients. Cleveland Clinic is recognized as one of the top hospitals in the nation. Hillcrest Hospital is a proud Magnet Hospital awarded by the American Nurses Credentialing Center. This designation is the highest honor an organization can receive for professional nursing practice.

As a Voice Communications Specialist, you will operate telecommunications telephone console system and associated telecommunications equipment. You will also operate Telex, facsimile, page programming units, page terminal and associated equipment. The Voice Communications Specialist role is essential for a great patient experience as you are the first person a patient may interact with. Routing calls appropriately is critical and ensuring the patient understands the next steps is key to a great experience.

The ideal future caregiver is someone who:

• Acts in a professional, caring and helpful manner.
• Can answer 900+ calls a day, introduce themselves and appropriately identify where the patient should be transferred to.
• Effectively provides service recovery and set up expectations for patients.
• Has excellent communication, computer and listening skills.

At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

Responsibilities:

• Receives and screens all incoming and outgoing calls to determine proper routing, triaging, and provide system usage information and Foundation directory assistance.
• Places and records, as applicable all outgoing local long distance and international calls for doctors and other hospital personnel in the manner described by procedures.
• Directs hospital personnel request for conference calls to conference company as procedures describes.
• Provides assistance to hospital patients with dialing instructions, placing calls and answering questions.
• Provides overhead and long-range paging services to the FHC and other outside callers as applicable.
• Processes group alert test twice daily.
• Expedites medical emergency and crises intervention procedures using page and established procedures.
• Assists staff with out-of-service pages by performing program changes using page systems.
• Processes calls using associated telephone equipment such as SL1 auxiliary telephone backup systems, messaging technology equipment and alpha unit.
• Performs on-call schedule services. Assists personnel in contacting on call physicians and other on-call personnel. Provides outside callers with medical assistance by contacting on-call physicians for appropriate services as applicable. Remains alert to daily on-call schedule changes.
• Operates various systems and facsimile equipment. Sends domestic and international telegrams using telex format on CRT, sends domestic and international facsimile messages. Receives, logs and dispatches incoming telex and facsimile messages.
• Other duties as assigned.

Education:

• High school education.

Certifications:

• None required.

Complexity of Work:

• A solid understanding of networking/distributed computing environment concepts.
• Understands principles of client/server configuration.
• Excellent knowledge of messaging technology and project management skills.

Work Experience:

• Minimum one year experience as a telephone operator in a health care facility or a telephone company using various communications console, or coordinating customer service activities in person or by telephone for the purpose of supplying products or services to buyers, sellers, or other business customers.

Physical Requirements:

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to travel throughout the hospital system
• Ability to communicate and exchange accurate information
• In some locations, ability to move up to 10 pounds

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

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 tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

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