Customer Service Coordinator

Role Overview

The Customer Care Coordinator II manages all emergency-related calls received by the High Reliability emergency response center, ensuring precise processing and timely response. This position requires working closely with clinical and security staff at the facility to deploy appropriate local resources according to the severity and complexity of critical incidents. Additionally, the coordinator triages emergent healthcare calls from Inova program patients and provides secondary support on patient service lines. Effective communication through various electronic and verbal means, along with strong critical thinking abilities, are essential for success in this role. Expertise in call center operations, medical terminology, and hospital policies is expected.

Key Duties and Responsibilities

• Answer and accurately manage all calls to the enterprise emergency response line.
• Rapidly evaluate critical patient or security events, develop response plans, and initiate deployment of medical and public safety teams per protocol.
• Work collaboratively with onsite clinical and security personnel to allocate resources depending on event complexity, and communicate event status to the High Reliability Operations Center.
• Create alerts during safety incidents for PA system notifications and coordinate message dissemination through Inova's Text Alert system to leaders and staff.
• Triage calls from Inova program patients according to workflows and escalation procedures, alerting on-call team members about urgent healthcare needs.
• Conduct regular equipment checks on primary and backup systems, participate in monthly downtime drills, and maintain compliance checklists.
• Compile and distribute shift incident reports, provide shift handover updates, and assist in mentoring junior staff.
• Contribute to continuous improvement initiatives by meeting department standards and participating in workshops.
• Act as first-line support and escalation contact for patient-related issues during shifts without a leader.
• Perform additional duties as assigned.

Qualifications and Requirements

• Minimum educational requirement: High School diploma or GED.
• At least one year of experience in a fast-paced healthcare environment.
• Ability to follow complex instructions and reason quickly under pressure.
• Strong verbal and written communication skills across multiple platforms.
• Knowledge of call center operations, medical protocols, and hospital policies.
• Capability to collaborate effectively with diverse clinical and security teams.

Training and Schedule

• Initial training period of six weeks conducted during day shifts with supervision by the team leader.
• Training schedule includes Monday through Friday from 8:00 AM to 4:30 PM for five weeks and 11:00 AM to 7:30 PM for one week.