Customer Care Coordinator 1 - Voice Operations
About The Position
Inova Voice Operations is looking for a dedicated Customer Care Coordinator 1 to join the team. This role will be full-time, 11:00 am - 7:30 pm, Monday - Friday, and every other weekend. 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.
Requirements
- High school diploma or equivalent
Nice To Haves
- Hospital experience preferred
- Understanding of medical terminology preferred
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.
Benefits
- medical, dental and vision coverage
- a robust team member wellness program
- Inova matches the first 5% of eligible contributions – starting on your first day.
- up to $5,250 per year in education assistance
- up to $10,000 for student loans
- 25 mental health coaching or therapy sessions, per person, per year, at no cost.
- paid time off
- paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
