Job Description

Location: Falls Church, VA - onsite

Pay: $22/hr

Duration: 6 month contract

Schedule: Shift Hours - Monday-Thursday 9am-7:30pm & e/o weekend

Training Schedule - Monday-Friday 8am-4:30pm for the first 6 weeks

Customer Care Coordinator II – Emergency Response & Patient Support

The Customer Care Coordinator II is responsible for answering and processing all emergency-related calls made to a High Reliability emergency response center. This role collaborates with the facility’s clinical and security teams to deploy local resources based on the complexity of critical events. Additionally, the Coordinator will triage calls from patients with emergent healthcare needs and provide secondary support on patient customer service lines.

Candidates must possess strong critical thinking skills, the ability to absorb and act on multi-directional instructions, and excellent communication abilities across verbal, written, and electronic formats. Proficiency in Call Center Operations, medical terminology, and hospital policies and procedures is required.

Duties and Responsibilities

• Answer and process all calls to the enterprise emergency response line with accuracy.
• Rapidly assess critical patient or security safety events, implement response plans, and activate medical and public safety response teams per established protocols.
• Collaborate with on-site clinical and security staff to deploy appropriate resources based on event complexity and communicate activation updates to relevant operational teams.
• During safety events, partner with care site leadership to script advisory alerts for public announcement systems and internal alert distribution.
• Triage patient program calls and follow department or clinic workflows and escalation protocols to notify on-call team members of urgent patient needs.
• Perform equipment status checks on primary and backup equipment; participate in monthly downtime exercises and complete corresponding checklists.
• Compile reportable incidents in shift reports and distribute updates to the team; provide shift change handovers and support onboarding and mentoring of new staff.
• Participate in continuous improvement workshops to meet departmental performance metrics and skill standards.
• In the absence of a shift leader, act as the first line of support for team members and serve as an escalation contact for patient-related concerns during the shift.

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