FortLauderdaleRecruiter Since 2001
the smart solution for Fort Lauderdale jobs

Lead Call Center Support Operator

Company: The Cleveland Clinic
Location: Fort Lauderdale
Posted on: January 24, 2023

Job Description:

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as the No. 4 hospital in the nation, according to the U.S. News & World Report. 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 Lead Call Center Support Operator, you will:
- Serve as the work leader while continuing to fulfill standard duties expected of the Call Center Support Operator I.
- Monitor adherence and call queues to ensure operator phone coverage.
- Assist with listening and evaluating calls for quality.
- Handle escalated issues from operators.
- Conduct training and communicate updates during team huddles.

The ideal candidate is someone who:
- Is able to work with minimal supervision.
- Demonstrates a strong work ethic and decisive judgement.
- Effectively multitasks.
- Has excellent communication, critical thinking, leadership and organization skills.

Cleveland Clinic provides what matters most: career growth, delivering world-class care to our patients, continuous learning, exceptional benefits and working for an organization that offers many long-term career paths. Join us and experience a culture where opportunities to advance and the support to get there go hand-in-hand.


  • Monitors real-time adherence and call queues to ensure operators are providing adequate phone coverage and are avoiding going over their allotted time for breaks, lunch, personal, etc.
  • Supports quality monitoring by listening and evaluating calls, and providing training and tips for improved phone service and etiquette.
  • Assists with conducting training of other staff members, including new hire onboarding, offering best practices in electronic system navigating to ensure consistency and accuracy.
  • Assists with conducting team huddles to share information with other staff members.
  • Handles escalated issues/calls from other operators.
  • Reports trends and opportunities to leadership.
  • Answers internal medical emergency calls, prioritizes calls, determines type of response, and dispatches calls accordingly following prescribed protocols.
  • Answers and processes requests for crisis intervention team and other emergency codes using prescribed protocols in conjunction with the Emergency Management Team.
  • Answers and processes after hours patient emergency messages to physicians using prescribed protocols.
  • Answers inbound calls, searches database or reference material to obtain needed information to transfer caller to appropriate destination within established metrics and productivity standards.
  • Offers special assistance to persons who are unable to dial or who are in emergency situations; provides relay service for hearing impaired callers.
  • Answers routine questions about the organization using electronic database and reference material; suggests and checks alternate spellings, locations or listing formats for callers lacking details or complete information.
  • Performs various data entry tasks, such as updating application database, phone directories and other electronic reference material.
  • Other duties as assigned.

    • High school diploma or GED required.

      Complexity of Work:
      • Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.
      • Ability to assist in training and teaching others.
      • Ability to multi-task between answering calls, monitoring call queues and real-time adherence and assisting team members with questions.
      • Ability to organize and verbally lead team huddle meetings.
      • Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
      • Customer Service: The ability to provide excellent service to all callers regardless of the situation.
      • Social Perceptiveness: Being aware of others reactions and understanding why they react as they do.
      • Communication: Excellent verbal and written communication skills.
      • Must be able to work in a stressful environment and take appropriate action.
      • Proactive and Initiative: Using good judgment to assist and help all callers and fellow team members.
      • Developing and maintaining cooperative work relationships with others.
      • Using computers and computer systems, including hardware and software.

        Work Experience:
        • Minimum three years of experience in similar role, which includes the coordination of multiple tasks.
        • Bachelors Degree may substitute for two years of the experience requirement.
        • Call Center Support Operator I experience preferred.
        • Emergency response or medical code processing experience preferred.

          Physical Requirements:
          • Requires frequent sitting, audible speech and hearing, normal or corrected vision.

            Personal Protective Equipment:
            • Follows standard precautions using personal protective equipment.

Keywords: The Cleveland Clinic, Fort Lauderdale , Lead Call Center Support Operator, Other , Fort Lauderdale, Florida

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Log In or Create An Account

Get the latest Florida jobs by following @recnetFL on Twitter!

Fort Lauderdale RSS job feeds