Customer Care Coordinator 2

Customer Care Coordinator-2

Job Title: Customer Care Coordinator-2

Department: Voice Operations

Hiring Manager: Lilly Giron

Start Date: June 1, 2026

Duration: 6 months (temp to hire)

Location: on-site Inova Fairfax Hospital 3300 Gallows Road Falls Church, VA 22042

Hours/Week: 40 hours/week (4 10-hour nights)

Schedule: 9pm-7:30am rotating days and every other weekend

Positions: 1

Inova Position ID: 249349

Pay Rate: *** to ***/hr Bill Rate: *** to ***/hr Mark Up: 40.3%

Reason for Opening: Backfill the position

Interview Process: 1-step interview process

1interview: 30min virtual interview with hiring manager and supervisor

Notes: Training: 6-week training on day shift w/supervisor/shift leaders

Training Schedule: Monday-Friday 8am-4:30pm for 5 weeks and 11am-7:30pm for 1 week

Preferred Candidate Qualifications: Excellent oral and written communication skills, comfortable with Microsoft Office Suite, technology savvy, hospital patient-facing healthcare experience, previous experience working night shift, emergency dispatching experience preferred

Job Description

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.

Duties and 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 c