Customer Care Coordinator 1

Inova 8095 - Fairfax East is looking for a dedicated Customer Care Coordinator 1 to join the team. This role will be Full-Time; (5-8-hour shifts) 40 hours per week; 8:30 AM - 5:00 PM; Rotating Weekends & Weekdays.

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, paid parental leave, & flexible work schedules.

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.

• Meets department metrics and skill standards by participating in continuous improvement workshops.

• May be assigned other duties as needed.

Minimum Qualifications:

• Education: High school diploma

Preferred Qualifications:

• Experience: 6 months of recent experience in healthcare (doctor's office, hospital, etc.) as a Unit Secretary, Patient Access Associate, or similar.