Customer Care Coordinator 2

Job: Customer Care Coordinator 2
Duration: 5 Months
Shift Hours - Mon -Thur 9 am-7:30 pm & e/o weekend
Training Schedule - Monday-Friday 8 am-4:30 pm for the first 6 weeks
Location: Falls Church, VA 22042

At least 1 year of healthcare experience, dispatch experience preferred but not required

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 *** program patients who present with emergent healthcare needs.
They also serve as secondary support on the *** patient customer service lines.
The CC II must have critical thinking skills, and 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 as requested by the care site.
? Collaborates with onsite clinical and security team members to deploy additional resources based on the complexity of critical events; communicates activated critical patient events to various teams in the High-Reliability Operations Center to provide awareness and heighten department posture
? During a safety event, partner with care site leaders to script out an advisory alert to broadcast over the PA system and then deliver via the *** Text Alert system to *** leaders and team members.
? Triages *** program patient calls and follows department or clinic workflow and or escalation protocols to notify on-call team members of the patient's emergent healthcare needs.
? Performs assigned equipment status checks on primary and backup equipment and participates in monthly downtime exercises. Completes checklists.
? Compiles reportable incidents on a single shift report and distributes reports to the entire team.
Provides updates to incoming shifts; assists with coaching and mentoring new team members.
? Meets department metrics and skill standards by participating in continuous improvement workshops.
? In the absence of a shift Leader, serves as the first line of support for team members and serves as an escalation point for patient-related concerns on assigned shifts.
? Other tasks and duties as assigned.

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