Customer Care Coord 1

Inova Center for Personalized Health - Fairfax - System Office Administration- Voice Operations is looking for a dedicated Customer Care Coordinator 1 to join the team. This role will be full-time day shift from 11:00am - 7:30pm Monday through 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.

Customer Care Coordinator 1 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.

Additional Requirements:

• Work schedule: 8-hour shift (Monday - Friday, between 11:00 a.m. - 7:30 p.m.)
• Education: High School or GED
• Experience: None
• Certification: None