Customer Care Coordinator 1

Job Title: Customer Care Coordinator 1 Location: Falls Church, VA (Onsite) Contract Duration: Contract until 12/11/2026 Work Hours: Monday-Friday 11am-7:30pm and every other weekend The Customer Care Coordinator I serves as the liaison between the Health System and its customers. Provides excellent, customer-focused service to patients, medical professionals, and the community. Screens patient calls to determine their need and makes the appropriate virtual connections. Collaborates with other healthcare organizations to provide approved patient information by ensuring all communication is PHI and PII compliant. Provides secondary customer care support to services and programs. Duties and Responsibilities Answers patient customer service calls for all Inova Hospitals and department call center queues. Follows customized departmental protocols and algorithms to process patient calls in accordance with company and HIPAA policies. Utilizes the call center database and Inova web resources to provide the most up-to-date information to patients, providers, and Inova team members. Utilizes web resources to educate patients/customers on Inova services and patient portals. Utilizes on-call schedule and messaging tools to directly relay time-sensitive information to the appropriate on-call medical professionals. Processes customer requests within established department SLAs. Ability to utilize the call center database functionalities, messaging portals, resource tools and call center phone systems. Performs daily equipment checks and participates in monthly downtime exercises. Meets department metrics and skill standards by participating in continuous improvement workshops. May be assigned other duties as needed. Education Minimum: High School or GED #J-18808-Ljbffr Techlink Systems Inc.