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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.

Responsibilities:

  • 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.

    Education:
    • 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

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