Telephone Operator

Position #: 2500016D
Position: Telephone Operator
UH Facility: University Hospitals
Shift: Days
Status: Full-time
Work Days of Week: M-F, Rot wknd and Holidays

City: Cleveland

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ABOUT US

To Heal. To Teach. To Discover.

These words are more than just our mission, they embody the opportunities available to the world-class doctors, nurses, health care professionals and support staff who choose to join University Hospitals and Be the Difference.

From entry to executive level, every position and every professional at University Hospitals has a direct impact on our ability to offer excellent care to our patients, their families and our community.

Join Us and Be the difference in Advancing the Science of Health and the Art of Compassion.

Equal Opportunity Employer – veterans and individuals with disabilities

JOB DESCRIPTION & QUALIFICATIONS

Description

The Telephone Operator works in a call center environment, where all the work is done by phone and computer with internal and external customers across the University Hospitals (UH) Health System.
This position serves as a compassionate, trusted, and able resource for anyone seeking care or services at UH by intently understanding each person’s unique need in order to efficiently and effectively match them with available resources and services across the UH system.
The Telephone Operator will handle multiple calls and requests, responding quickly and professionally.
In addition, the Telephone Operator will handle UH hospital requests for overhead paging, ensuring appropriate and accurate notifications for each situation to ensure the highest levels of patient care.
This position requires critical thinking, problem-solving, active listening, and heightened professionalism to appropriately resolve each call while creating a relationship that supports the UH brand.
Answers and screens all internal and external calls to the main hospital number and accurately directs them in a prompt and courteous manner to the appropriate resource.
Pages and directs callers and emergency teams to the appropriate individual or department. Works with multiple hospital’s audio and overhead paging systems.
Provides daily maintenance service for the paging system and maintains a knowledge of the UH on-call system.
Ensures that every individual who calls UH experiences the highest level of customer and personalized service by engaging with all callers in a professional and personable manner, as a representative of the UH Health System.
Creates a sense of care for the patient/guest through active listening and excellent communication and demonstrates the highest level of customer service through courtesy and concern.
Handles and manages a wide variety of patient inquiries regarding physicians, services, and logistics to ensure access to care with maximum throughput and minimal delay.
Functions as an integrated team member and works collaboratively with other staff and providers across the UH Health System to improve patient experience and departmental efficiency.
Appropriately escalates issues to leadership for support when needed and quickly and seamlessly meets and recovers any service delivery issues.
Performs other duties as assigned.
Complies with all policies and standards.
For specific duties and responsibilities, refer to documentation provided by the department during orientation.
Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients.
Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.
Monday-Friday the shift is 9:00 AM to 5:30 PM
Assigned weekends the shift will be 11:00 AM to 7:30 PM.
Monday-Friday with rotating weekends and holidays.
Full time 40 hours per week.
This positions is at the Cleveland Medical Center, Main Campus.

Qualifications

High School Equivalent / GED required.
1+ years of customer service-related experience or office experience required or
Associates or Bachelors degree will be accepted in lieu of 1 year work experience required.
Knowledge of medical terminology preferred.
Excellent customer service skills and ability to use good judgment.
Excellent verbal communication skills.
Excellent listening skills.
Strong interpersonal skills.
Able to adhere to structured call center metrics in a closely monitored, fast-paced environment.
Able to function independently and as a team player.
Professional demeanor.
Ability to maintain confidentiality.
Proven good work and attendance record.
Knowledge of basic office equipment, such as: telephones, computer systems, and fax and copy machines.
Good spelling skills.
Knowledge of phone and paging systems.

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LOCATION

University Hospitals is a national leader in healthcare that takes pride in calling North-East, Ohio home. With more than 150 locations throughout Cleveland and the surrounding metropolitan areas, UH provides unique opportunities to deliver world-class care in the communities where our employees live, work, and play.

Working at University Hospitals

Careers at University Hospitals offers opportunities to provide care locally in the Cleveland area with the power to impact healthcare nationwide. As a leader in our industry, our staff share a commitment to Be the Difference in the lives of our patients and our communities, from Northeast Ohio and beyond. Take a look at this video to discover how we’re building an organization for the future, today. Note: video content was obtained prior to the COVID-19 pandemic.

Learn More

Read Video Transcript

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Contact Us

To contact University Hospitals Human Resources department, or to request a reasonable accommodation, please call 216-767-8900 or send us an email at employment@uhhospitals.org

Equal Employment Opportunity Statement

It is the policy of University Hospitals to provide equal opportunity to all of our employees and applicants for employment. Decisions concerning employment, transfers and promotions or other conditions of employment are all made upon the basis of the best qualified candidate without regard to race, color, national origin, age, religion, veteran status, disability, gender, sexual orientation, gender identity, or marital status in accordance with Federal and Ohio law. A qualified individual with a disability will be considered for employment on the same basis as non- disabled applicants if he/she can perform the essential functions of the job sought, with or without a reasonable accommodation, and without imposing a direct threat to the health or safety of others or him/herself. EEO is the Law

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