Customer Care Coordinator 2 - Voice Operations

Inova Health System; Fairfax, Northern (VA, KY); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health benefits

Retirement match

Education assistance

Mental health support

Paid time off

Job summary

Inova Voice Operations is seeking a dedicated Customer Care Coordinator 2 to join our team in Falls Church, VA. This full-time day-shift role includes handling emergency calls, dispatching units to patients, and coordinating with clinical and security teams to ensure rapid response.

The position supports scheduling activities, insurance verification, and customer outreach, with a focus on clear communication and patient safety. Preference for prior healthcare call center and dispatch experience.

Qualifications

• 1 year of fast paced healthcare environment.
• Prior dispatch experience preferred.
• Experience in call center operations and emergency response protocols.

Responsibilities

• Answer and process calls on the enterprise emergency response line with accuracy.
• Assess critical patient or safety events and activate appropriate response teams.
• Coordinate with clinical and security teams to deploy resources as needed.
• Script advisory alerts for safety events and communicate via PA and text alert systems.
• Triages patient calls and notifies on-call team per escalation protocols.
• Perform equipment checks and participate in downtime exercises.

Skills

Call center experience

Dispatch experience

Healthcare experience

Education

High School or GED

Job description

Customer Care Coordinator 2 - Voice Operations

Falls Church, VA, United States

Job Description

Inova Voice Operations is looking for a dedicated Customer Care Coordinator 2 to join the team. This role will be full-time, day shift position from 9:00am7:30pm working (4) 10-hour shifts a week with rotating days (schedule is provided 30 days in advance). Training schedule: Monday - Friday 8:00 a.m. - 4:30 p.m. for 6 weeks. This role includes dispatch responsibilities as part of a call center that accepts emergency calls to dispatch units to patients' bedsides for emergency care.

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Featured Benefits:

• Committed to Team Member Health:offering medical, dental and vision coverage, and a robust team member wellness program.
• Retirement:Inova matches the first 5% of eligible contributions – starting on your first day.
• Tuition and Student Loan Assistance:offeringup to $5,250 per year in education assistance and up to $10,000 for student loans.
• Mental Health Support:offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.
• Work/Life Balance:offeringpaid time off and paid parental leave

Customer Care Coordinator 2 Job Responsibilities:

• Responsible for answering and processing all calls made to the enterprise emergency response line with accuracy.
• Ability to quickly assess a critical patient or security safety event, implement a response plan, and follow explicit protocols to activate and deploy both medical and public safety response teams at requested by care site.
• Collaborates with onsite clinical and security team members to deploy additional resources based on complexity of critical event; communicates activated critical patient event to various teams in the High Reliability Operations Center to provide awareness and heighten department posture
• During a safety event, partners with care site leaders to script out an advisory alert to broadcast over the PA system and then deliver via the Inova Text Alert system to Inova leaders and team members.
• Triages Inova program patient calls and follows department or clinic workflow and or escalation protocols to notify on-call team members of the patient’s emergent healthcare needs.
• Performs assigned equipment status checks on primary and back-up equipment and participates in monthly downtime exercises. Completes checklists.
• Compiles reportable incidents on a single shift report and distributes report to entire team.
• Provides updates to incoming shift; assists with coaching and mentoring new team members.
• Explains insurance benefits and patient liability through the use of appropriate communication methods/styles.
• Supports scheduling activities by conducting pre-service activities such as insurance verification/submission.
• Gathers information about customer complaints in a courteous and professional manner.
• Troubleshoots individual admission issues in collaboration with other departments/staff.

Additional Requirements:

• Education:High School or GED
• Experience: 1 year of fast paced healthcare environment.
• Certification:None

Preferred Qualifications:

• Prior healthcare call center experience preferred
• Prior dispatch experience preferred.

About Us

We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 26,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better — to shape a more compassionate future for healthcare.

Inova Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.