Customer Care Coordinator

Customer Care Coordinator

Location: Falls Church, VA

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 6 months (temp to hire)
• Start: June 1, 2026
• Pay Rate: $18.44$22.58 / Hour (USD)
• Shift / Schedule: 9pm7:30am, rotating days and every other weekend (4 x 10-hour nights); Training: MondayFriday 8am4:30pm for 5 weeks, then 11am7:30pm for 1 week (6-week day-shift training with supervisor/shift leaders)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

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 program patients who present with emergent healthcare needs. They also serve as secondary support on the 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.

Key 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 as 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 Text Alert system to leaders and team members.
• Triages program patient calls and follows department or clinical protocols accordingly.

Required Skills

• Critical thinking skills and the capacity to absorb multi-directional instructions and quickly execute said requests.
• Demonstrated proficiency in Call Center Operations.
• Medical knowledge and familiarity with hospital policies and procedures.
• Ability to communicate effectively in person and over multiple written and verbal electronic modalities.
• Comfortable with Microsoft Office Suite.
• Technology savvy.

Preferred Skills

• Excellent oral and written communication skills.
• Hospital patient-facing healthcare experience.
• Previous experience working night shift.
• Emergency dispatching experience.

Education Requirements

• No specific degree requirement stated; demonstrated proficiency in Call Center Operations, medical knowledge, and hospital policies and procedures required.

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

Important Notes

• Interview process: 1-step virtual interview (30 minutes with hiring manager and supervisor).
• Training is conducted on day shift (6 weeks total) prior to transitioning to the night shift schedule.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.