About the position
The Customer Care Coordinator II is a pivotal role within the High Reliability emergency response center, primarily responsible for managing and processing all emergency-related calls. This position requires a high level of collaboration with the facility's clinical and security teams to effectively deploy local resources based on the complexity of critical events. The CC II will also engage in triaging calls from Inova program patients who present with emergent healthcare needs, ensuring that appropriate responses are initiated promptly. Additionally, the CC II serves as secondary support on the Inova patient customer service lines, necessitating strong communication skills across various platforms, including in-person interactions and electronic communications. In this role, the CC II must demonstrate critical thinking abilities and the capacity to absorb multi-directional instructions, executing requests swiftly and accurately. Proficiency in Call Center Operations, medical knowledge, and familiarity with hospital policies and procedures are essential for success. The CC II will be responsible for assessing critical patient or security safety events, implementing response plans, and following explicit protocols to activate and deploy both medical and public safety response teams as requested by the care site. The position also involves collaborating with onsite clinical and security team members to communicate activated critical patient events to various teams within the High Reliability Operations Center, thereby enhancing departmental awareness and readiness. During safety events, the CC II will partner with care site leaders to script advisory alerts for broadcasting over the PA system and deliver these alerts via the Inova Text Alert system to leaders and team members. Furthermore, the CC II will perform equipment status checks, compile reportable incidents, and assist in coaching and mentoring new team members, all while meeting department metrics and participating in continuous improvement workshops. In the absence of a shift leader, the CC II will act as the first line of support for team members and serve as an escalation point for patient-related concerns during their assigned shift.
Responsibilities
- Answer and process all calls made to the enterprise emergency response line with accuracy.
- Quickly assess critical patient or security safety events and implement response plans.
- Collaborate with onsite clinical and security team members to deploy additional resources based on the complexity of critical events.
- Communicate activated critical patient events to various teams in the High Reliability Operations Center.
- Partner with care site leaders to script advisory alerts for broadcasting over the PA system and deliver alerts via the Inova Text Alert system.
- Triages Inova program patient calls and follows department or clinic workflow and escalation protocols.
- Perform assigned equipment status checks on primary and back-up equipment and participate in monthly downtime exercises.
- Compile reportable incidents on a single shift report and distribute to the entire team.
- Provide updates to incoming shifts and assist with coaching and mentoring new team members.
- Meet department metrics and skill standards by participating in continuous improvement workshops.
- Serve as the first line of support for team members in the absence of a shift leader.
Requirements
- 1 year experience in a healthcare setting.
- High school diploma.
