Inova

Nonprofit health system operating hospitals

Customer Care Coordinator 1 - Voice Operations

Customer SupportConfirmed live in the last 24 hours

Full-timeFalls Church, VA, USAIn-person

About the Job

Requirements

A high school diploma or equivalent is required.
Ability to use the call center database’s functionalities, messaging portals, resource tools, and call center phone systems.

Responsibilities

Serve as the liaison between Inova Health System and its customers, providing customer-focused service to patients, medical professionals, and the community.
Screen patient calls to determine their needs and make appropriate virtual connections.
Collaborate with other healthcare organizations to provide approved patient information while ensuring communications comply with PHI and PII requirements.
Provide secondary customer care support to Inova services and programs.
Answer patient customer service calls for all Inova hospitals and department call center queues.
Follow customized departmental protocols and algorithms to process patient calls in accordance with Inova and HIPAA policies.
Use the call center database and Inova web resources to provide current information to patients, providers, and Inova team members.
Use web resources to educate patients and customers on Inova services and patient portals.
Use the on-call schedule and messaging tools to relay time-sensitive information directly to the appropriate on-call medical professionals.
Process customer requests within established department service-level agreements.
Perform daily equipment checks and participate in monthly downtime exercises.
Meet department metrics and skill standards by participating in continuous improvement workshops.
Perform other duties as assigned.

Desired Qualifications

Hospital experience is preferred.
Understanding of medical terminology is preferred.

Inova Voice Operations is looking for a dedicated Customer Care Coordinator 1 to join the team. This role will be full-time day shift: , 8:30 a.m. to 5:00 p.m. Monday- Friday, and every other weekend.

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Featured Benefits:

Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.
Retirement: Inova matches the first 5% of eligible contributions – starting on your first day.
Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.
Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.
Work/Life Balance: offering paid time off and paid parental leave.

The Customer Care Coordinator 1 serves as the liaison between the Inova 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 Inova services and programs.

Job 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 Inova 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’s 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.

Additional Requirements

Education - High school diploma or equivalent

Preferred Qualifications

Hospital experience preferred
Understanding of medical terminology preferred

Salary Range: $17.00 - $26.90

Pay Rate Frequency: HOURLY

About the Company

Inova

Nonprofit health system operating hospitals

Inova Health System is a nonprofit healthcare network based in Falls Church, Virginia, providing a broad range of medical services across hospitals, outpatient clinics, assisted living, and long-term care facilities in Northern Virginia and the Washington, D.C. metro area. Its hospitals have Magnet status, indicating high nursing quality, and the system emphasizes care delivery as well as medical research and education through clinicians and scientists. The organization’s operations rely on reinvesting earnings into its mission rather than distributing profits to shareholders, with the Inova Health Foundation supporting fundraising and philanthropy to expand services, research, and training. Overall, Inova aims to improve community health by delivering patient care, advancing medical knowledge, and educating the next generation of healthcare professionals.

Company size: Not listed
Company stage: Not listed
Total funding: $422.8M
Headquarters: Falls Church, VA
Founded: 1956

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