Customer Care Coordinator 2- Voice Operations (Fairfax)

The Customer Care Coordinator II is responsible for answering and processing all emergency related calls made to the High Reliability emergency response center. Collaborates with the facility's clinical and security team members to deploy local resources based on the complexity of critical events. In a limited capacity, the CC II will triage calls from Inova program patients who present with emergent healthcare needs. They also serve as secondary support on the Inova patient customer service lines. The CC II must have critical thinking skills, the capacity to absorb multi-directional instructions and quickly execute said requests. Be able to communicate effectively in person and over multiple written and verbal electronic modalities. In addition, there must be a demonstrated proficiency in Call Center Operations, medical knowledge, and hospital policies and procedures.

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.

• Meets department metrics and skill standards by participating in continuous improvement workshops.

• In the absence of a shift Leader, serves as the first line of support for team members and serves as an escalation point for patient related concerns on assigned shift.

• Other tasks and duties as assigned.

Additional Requirements

Experience

• 1 year experience in a healthcare setting.

Education

• High school diploma