TalentBurst
Position:Customer Care Coordinator 2
Location: Falls Church, VA 22042
Initial Duration: 3 months
Shift Hours - Monday-Thursday 9am-7:30pm & e/o weekend Training Schedule - Monday-Friday 8am-4:30pm for the first 6 weeks
At least 1 year of healthcare experience, dispatch experience preferred but not required
Summary: The Customer Care Coordinator II is responsible for answering and processing emergency-related calls made to the High Reliability Emergency Response Center. This role requires collaboration with clinical and security team members to deploy resources based on the complexity of critical events. In addition, the CC II triages emergent healthcare calls from program patients, provides secondary support for patient customer service lines, and ensures accurate and timely communication across multiple modalities. The position demands strong critical thinking, adaptability, and demonstrated proficiency in call center operations, medical knowledge, and hospital policies.
Duties and Responsibilities:
Answer and process all calls made to the enterprise emergency response line with accuracy. Quickly assess critical patient or security safety events, implement response plans, and follow explicit protocols to activate and deploy medical and public safety response teams as requested. Collaborate with onsite clinical and security team members to deploy additional resources based on event complexity. Communicate activated critical patient events to the High Reliability Operations Center to ensure awareness and readiness across departments. Partner with care site leaders to script and broadcast advisory alerts via PA system and Text Alert system during safety events. Triageprogram patient calls, following established workflows and escalation protocols to notify on-call clinical team members of emergent needs. Perform equipment status checks on primary and backup systems; participate in monthly downtime exercises and complete checklists. Compile reportable incidents into a single shift report; distribute reports to team members and provide updates to incoming shifts. Assist with coaching and mentoring new team members; provide first-line support in the absence of a shift leader. Participate in continuous improvement workshops to meet departmental metrics and skill standards. Serve as an escalation point for patient-related concerns during assigned shifts. Perform other related tasks and duties as assigned.
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Shift Hours - Monday-Thursday 9am-7:30pm & e/o weekend Training Schedule - Monday-Friday 8am-4:30pm for the first 6 weeks
At least 1 year of healthcare experience, dispatch experience preferred but not required
Summary: The Customer Care Coordinator II is responsible for answering and processing emergency-related calls made to the High Reliability Emergency Response Center. This role requires collaboration with clinical and security team members to deploy resources based on the complexity of critical events. In addition, the CC II triages emergent healthcare calls from program patients, provides secondary support for patient customer service lines, and ensures accurate and timely communication across multiple modalities. The position demands strong critical thinking, adaptability, and demonstrated proficiency in call center operations, medical knowledge, and hospital policies.
Duties and Responsibilities:
Answer and process all calls made to the enterprise emergency response line with accuracy. Quickly assess critical patient or security safety events, implement response plans, and follow explicit protocols to activate and deploy medical and public safety response teams as requested. Collaborate with onsite clinical and security team members to deploy additional resources based on event complexity. Communicate activated critical patient events to the High Reliability Operations Center to ensure awareness and readiness across departments. Partner with care site leaders to script and broadcast advisory alerts via PA system and Text Alert system during safety events. Triageprogram patient calls, following established workflows and escalation protocols to notify on-call clinical team members of emergent needs. Perform equipment status checks on primary and backup systems; participate in monthly downtime exercises and complete checklists. Compile reportable incidents into a single shift report; distribute reports to team members and provide updates to incoming shifts. Assist with coaching and mentoring new team members; provide first-line support in the absence of a shift leader. Participate in continuous improvement workshops to meet departmental metrics and skill standards. Serve as an escalation point for patient-related concerns during assigned shifts. Perform other related tasks and duties as assigned.
#TB_PH
#J-18808-Ljbffr