Manages phone lines at the Center for Connected Care, inclusive of triaging and routing calls each day. Practices good judgment to determine when the caller requires immediate attention. Relays messages to the appropriate division, leaders and providers within the Center for Connected Care. Notifies the field staff and scheduling department of homecare visit cancellation calls. Assures phone lines are forwarded to / from the Answering Service after / before business hours each day. Assists all c... more details
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
Independence
Facility
CC Business Operations Ctr
Department
Medical Care At Home-Center for Connected Care
Job Code
B1102H
Shift
Days
Schedule
8:00am-5:00pm
Job 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.
As a Voice Communication Specialist, you will provide a comprehensive, proactive and “Patients First” experience for our patients and visitors. Utilizing evolving technology and your outstanding customer service skills, you will manage a wide range of needs inclusive of phone calls, wayfinding, answering general questions and project work. This new position will join the Medical Care at Home team where you will quickly build rapport with patients and their families that need at-home primary care services.
The ideal future caregiver is someone who:
Is a good listener and communicator.
Effectively follows direction.
Has exceptional customer service.
Works quickly, accurately and efficiently.
Thrives working both independently and collaboratively.
After successful completion of orientation, this position had the potential to work a remote or hybrid work schedule.
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:
- Manages phone lines at the Center for Connected Care, inclusive of triaging and routing calls each day. Practices good judgment to determine when the caller requires immediate attention. Relays messages to the appropriate division, leaders and providers within the Center for Connected Care. Notifies the field staff and scheduling department of homecare visit cancellation calls. Assures phone lines are forwarded to / from the Answering Service after / before business hours each day.
- Assists all callers and visitors in a courteous, professional manner in accordance with the Cleveland Clinic H.E.A.R.T model.
- Compiles data regarding incoming service line calls and provides to the appropriate department within the enterprise.
- Manages the reception desk. Maintains the visitor log, an electronic log of confidential materials received from Center for Connected Care departments for pickup at the reception desk (example: death certificates, narcotics prescriptions, legal materials, etc).
- Handles incoming and outgoing packages and deliveries, and other information as needed.
- Maintains an up-to-date a log of department processes and procedures.
- Supports and participates in process improvement efforts.
- Assists all Center for Connected Care departments with clerical tasks and project work.
- Other duties as assigned.
Education:
- High School diploma or equivalent.
Complexity of Work:
- Excellent communication skills.
- Excellent customer service skills, with the ability to be courteous and helpful to all customers.
- Ability to work effectively under pressure and in a fast-paced environment.
- Ability to work well independently and as part of a team, with minimal direct oversight.
Work Experience:
- Minimum of one year experience working in reception is preferred.
- Previous health care experience strongly preferred.
- Knowledge of medical terminology is preferred.
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.
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
