**This role is filled already and created for them to apply** Accepts and processes all incoming calls to NOC, according to agency protocol and under the direction of designated supervisor. Provides quality customer service to internal and external customers at all times. **Responsibilities:** + Answers all incoming calls to NOC. + Enters demographic information in to software applications, including reason for the call, in software systems and route appropriate calls to queue for nurses to manage, using red flag keyword list to identify urgent patient calls to be transferred directly to nurse. + Provides physician referral information and health information to callers according to NOC guidelines. + Utilizes systems to retrieve and assist in directing calls to the appropriate department or after hours answering service. + Uses telephonic software to answer, transfer and place callers on hold per unit guidelines. + Reports telecommunication system, associated equipment, software and page system failures to manager and appropriate staff immediately. + Acts as a liaison for all patient, caller needs and problem resolution. + Accesses interpreter services as appropriate. + Provides general information to internal and external callers. + Maintains confidentiality of information regarding patients, families and coworkers. + Assists with various clerical tasks, sorting, and filing. + Other duties as assigned. **Education:** + Bachelor's degree + Excellent analytical skills, verbal and written communication skills, with strong customer service and human relations skills. **Certifications:** + None required. **Complexity of Work:** + Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. + Must be able to work in a stressful and fast-paced environment and take appropriate action. Requires strong communication and interpersonal skills. **Work Experience:** + In lieu of a Bachelor's Degree, three years of CCF EPIC experience, three years of relevant call center experience, or three years high touch customer experience may be substituted. + After selection and placement into the position, at least one month of on-the-job training to become familiarized with various job duties and department policies and procedures. **Physical Requirements:** + Manual dexterity sufficient to perform the basic functions of the job. + Requires frequent computer entry and sitting. + Requires normal or corrected vision, hearing and speech. **Pay Range** Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process. Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities