Contact Center Support Operator I

Cleveland Clinic

part-time

Posted on: 1/13/2026

Location Type: Remote

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About the role

Answer inbound calls and search database or reference material to obtain needed information to transfer caller to appropriate destination within established metrics and productivity standards.
Navigate through the QGenda on-call system to identify on-call provider and process on-call via alpha page or phone call to the provider with patient details.
Process special protocols for Main Campus, including Shock Team, LVAD, Patients Plus, Transplant and Ortho Reconstruction Hotline.
Handle calls for multiple hospital sites, including Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital and South Pointe Hospital.
Offer special assistance to persons who are unable to dial or are in emergency situations.
Provide relay service for hearing impaired callers.
Answer routine questions and provide information to the public about the organization using electronic database and other tools and reference materials.
Perform various data entry tasks, such as updating application database, phone directories and other electronic reference material.
In emergency situations, answer internal medical emergency calls as a backup to maintain business continuity.
Work in Epic to view or look up patient information using the house census and provide patients with appointment details such as location, provider, date/time, etc.

High School Diploma or GED
One year of call or contact center or telephone operator experience OR two years of customer service experience
Emergency Medical Dispatch (EMD) Certification (preferred)
Experience in healthcare or a related field (preferred)

Benefits

Tip: use these terms in your resume and cover letter to boost ATS matches.

data entrydatabase managementemergency medical dispatch

communicationcustomer serviceproblem-solvingempathy

High School DiplomaGEDEmergency Medical Dispatch Certification