Customer Care Representative

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• $20/hr + benefits on W2
• Onsite in Falls Church, VA 22042
• Shift: Monday-Thursday 9:00am-7:30pm and every other weekend
• Contract through November 2025

Position Summary:

The Customer Care Coordinator II (CC II) plays a critical role in supporting our emergency response operations by answering and processing emergency calls made to the High Reliability Operations Center. This individual collaborates closely with clinical and security personnel to deploy resources during critical events and provides limited triage support for emergent patient calls. The CC II also serves as secondary support for Inova’s patient customer service lines.

Success in this role requires strong critical thinking skills, the ability to process and act upon complex instructions quickly, and effective communication across multiple channels. Proficiency in call center operations, a solid understanding of medical terminology, and familiarity with hospital protocols are essential.

Key Responsibilities:

• Answer and process all enterprise emergency response calls with precision and adherence to protocol.
• Rapidly assess critical patient or safety events, initiate appropriate response plans, and coordinate medical and security deployments.
• Collaborate with onsite clinical and security teams to escalate and deploy additional resources as needed.
• Communicate critical events to internal High Reliability Operations Center teams to ensure situational awareness and operational readiness.
• Assist care site leaders in scripting and disseminating advisory alerts via PA systems and Text Alert system during safety events.
• Triage calls from Inova program patients presenting emergent healthcare needs, following established workflows and escalation protocols.
• Conduct routine status checks on primary and backup systems and actively participate in downtime drills; complete and maintain relevant checklists.
• Document reportable incidents in shift reports and ensure timely and accurate distribution to relevant stakeholders.
• Provide shift handovers and mentor new team members to ensure consistent performance and knowledge transfer.
• Support departmental performance standards and contribute to process improvement initiatives.
• Serve as a first line of support for teammates and handle patient-related escalations in the absence of the shift leader.
• Perform other duties as assigned.

Interested? Apply today!

• Seniority level
  
  Entry level

• Employment type
  
  Temporary

• Job function
  
  Customer Service
• Industries Hospitals and Health Care and Public Health

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Medical insurance

Vision insurance

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