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Communication Services Telecommunication Operator

March 9, 2026

About the position

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. Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. 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. Our goal of delivering exceptional services and care goes far beyond the clinical setting. We also have a responsibility to keep our patients, visitors, caregivers, and staff safe and secure. As a Communication Services Telecommunication Operator, you’ll play an essential role in this mission by providing quick and accurate processing of all telecommunications needs. You will answer all incoming phone calls on a multi-function phone system, responding to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats, and other crisis calls. In this role, you will be able to enhance your customer service and communication skills while being a part of a growing healthcare organization. A caregiver in this position works Monday, Tuesday and Wednesday from 8:30AM – 9:00PM. The Call Center operates Monday-Friday, 24/7, and 5:30AM – 9:00PM on weekends. Availability to support coverage for other shifts is required, as needed. This caregiver must live within a commutable distance to Martin Health locations to attend on-site training, meetings and support emergencies, as needed.

Responsibilities

Receive, record and respond to all phone calls, emergency calls and oxygen alarms.
Answer all incoming phone calls on a multi-function phone system.
Respond to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats and other crisis calls.
Process calls according to given situation.
Determine priority and protocol and dispatch security personnel accordingly.
Operate Nortel console.
Receive and screen all incoming and outgoing calls to determine proper routing and provide system usage information and assistance.
Answer all calls identifying facility and operator's name with appropriate greeting.
Place and record all outgoing local, long distance and international calls for physicians and other clinic personnel.
Operate page console and associated equipment.
Provide in-house, long-range and paging services for clinic caregivers and outside callers.
Notify proper personnel during traumas and medical emergencies.
Assist clinic personnel in contacting on-call physicians and staff physicians.
Provide outside callers with medical assistance by directing to appropriate service.
Perform answering service duties for physicians and special services, take and deliver messages for staff physicians, residents and other clinic personnel upon request, and answer and contact proper personnel as required.
Handle emergency calls on the emergency phone line designated for same-medical emergencies.
Activate emergency code pagers and make necessary phone calls to responding personnel.
Assist as back up for the security emergency line and respond after two rings if not answered.
Process and distribute the on-call schedule on a weekly and timely basis.
Consistently process all patient information according to HIPAA policy and procedures adhering to patient's rights and confidentiality.

Requirements

Knowledge of the Nortel console and pate equipment
Knowledge of placing local, long distance and overseas calls, directory information and oral paging
Demonstrated knowledge of CRT/PC operation
Knowledge of fax machines
Clear, concise speaking voice
Computer, oral and written communication, customer service and interpersonal skills

Nice-to-haves

High School Diploma or GED
Experience in a medical/hospital environment or call center
One year of Switchboard experience
Experience with the Nortel phone system

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...