Customer Service Representative

Our client, is seeking a Customer Care Coordinator II to join their Voice Operations team in a fast-paced healthcare environment. This is an initial 6-month contract to hire fully onsite position in their Falls Church, Virginia location.

This role is ideal for someone who thrives under pressure, communicates effectively, and has experience supporting patients, clinical teams, or emergency response operations. The Customer Care Coordinator II plays a critical role in managing emergency-related calls, coordinating response efforts, and supporting patient service operations within the hospital system.

The ideal candidate we are looking for should have ‘hospital – patient facing – customer experience’ and secondly (not mandatory) dispatch experience. A preferred candidate could have previously worked as a unit secretary or have worked in the ED or Emergency or Urgent Care Centers."

Onsite

Pay Rate: 18-21/hr.

Schedule

• 40 hours/week
• 4-day work week (10-hour shifts)
• Rotating schedule: 8:00 AM – 6:30 PM
• Every other weekend required

Training Schedule

• 6-week paid training program
• Monday–Friday
• Weeks 1–5: 8:00 AM – 4:30 PM
• Week 6: 11:00 AM – 7:30 PM

Responsibilities

• Answer and process emergency response calls with accuracy and urgency
• Assess critical patient and safety situations and activate appropriate medical or security response teams
• Coordinate with clinical and security staff during emergency situations
• Assist with patient call triage and escalate urgent healthcare concerns according to protocols
• Deliver emergency alerts through PA systems and text alert platforms
• Perform equipment status checks and participate in downtime exercises
• Compile and distribute shift incident reports
• Support team members and assist with onboarding/training when needed
• Maintain department service metrics and operational standards

Qualifications

• High School Diploma or GED required
• Minimum 1 year of experience in a fast-paced healthcare environment
• Strong verbal and written communication skills
• Comfortable using Microsoft Office Suite and multiple technology platforms
• Ability to multitask and think critically in high-pressure situations
• Previous hospital patient-facing experience preferred
• Emergency dispatching or night shift experience preferred