Voice Communications Analyst jobs in Cleveland, OH

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. 

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. 

Pay Range

Minimum hourly: $15.00

Maximum hourly: $18.44

The pay range displayed on this job posting reflects the anticipated range for new hires. While the pay range is displayed as an hourly rate, Cleveland Clinic recruiters will clarify whether the compensation is hourly or salary. A successful candidate's actual compensation will be determined after taking factors into consideration such as the candidate's work history, experience, skill set, and education. This is not inclusive of the value of Cleveland Clinic's benefits package, which includes among other benefits, healthcare/dental/vision and retirement.