Customer Care Coordinator 1 - Voice Operations at Inova Health System

Falls Church, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Oct, 26

Salary

26.9

Posted On

18 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Call Center Operations, HIPAA Compliance, Patient Screening, Medical Terminology, Data Entry, Communication Skills, PHI/PII Compliance, Resource Management, SLA Adherence

Industry

Hospitals and Health Care

Description

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 We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 26,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better — to shape a more compassionate future for healthcare. Inova Health System is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.

Responsibilities

Acts as a liaison between the health system and customers by screening patient calls and making appropriate virtual connections. Responsible for processing requests according to departmental protocols and ensuring all communications are PHI and PII compliant.