Voice Communication Specialist

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Title

Voice Communication Specialist

Location

Independence

Facility

Business Operations Center

Department

Medical Care At Home-Center for Connected Care

Job Code

B1102H

Shift

Days

Schedule

8:00am-5:00pm

Job Summary

Job Details

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.   

The Voice Communication Specialist serves as a primary point of contact for inbound calls related to medical care at home, delivering a comprehensive, proactive and Patients First experience for patients, families and external partners. This role manages a high volume of incoming calls, including clinical triage coordination with nursing staff, prescription refill requests, billing and insurance inquiries and communications with vendors, agencies and funeral homes. The specialist accurately documents all interactions within the EPIC electronic medical record, ensuring timely and clear message routing. With frequent interaction with elderly callers who may have difficulty articulating their needs, this caregiver demonstrates exceptional patience, empathy and communication skills. The role also supports special projects, including data tracking and reporting in Excel and consistently represents Cleveland Clinic in a professional, caring and helpful manner while leveraging technology to support phone-based services, way-finding and general inquiries and departmental initiatives.

A caregiver in this role works Monday through Friday from 8:00am to 5:00pm.

A caregiver who excels in this role will:

• Manage phone lines at the Center for Connected Care, inclusive of triaging and routing calls each day, practice good judgment to determine when the caller requires immediate attention, relay messages to the appropriate division, leaders and providers within the Center for Connected Care, notify the field staff and scheduling department of homecare visit cancellation calls, assure phone lines are forwarded to / from the Answering Service after / before business hours each day.
• Assist all callers and visitors in a courteous, professional manner in accordance with the Cleveland Clinic H.E.A.R.T model.
• Compile data regarding incoming service line calls and provide them to the appropriate department within the enterprise. 
• Manage the reception desk, maintain the visitor log, an electronic log of confidential materials received from Center for Connected Care departments for pickup at the reception desk (example:  death certificates, narcotics prescriptions, legal materials, etc). 
• Handle incoming and outgoing packages and deliveries, and other information as needed. 
• Maintain an up-to-date a log of department processes and procedures.
• Support and participate in process improvement efforts.
• Assist all Center for Connected Care departments with clerical tasks and project work. 

Minimum qualifications for the ideal future caregiver include:

• High school diploma or equivalent

Preferred qualifications for the ideal future caregiver include:

• Minimum of one year of experience working in reception
• Previous health care experience strongly preferred
• Knowledge of medical terminology is preferred

• 403(b) Savings & Investment Plan
• Investment Pension Plan (IPP) 
• Tuition Reimbursement
• Paid Time Off (PTO) 
• Employee Discounts
• Dental and Vision Plans 
• Life Insurance and Disability 

Physical Requirements:

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to communicate and exchange accurate information
   

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.

                       

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities