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Customer Care Coordinator 2

2 months ago

SaintBrieuc, Bretagne, United States Inova Health System Full time
Job Summary

The Customer Care Coordinator II is a critical role within Inova Health System, responsible for providing exceptional customer service and emergency response support. This position requires a unique blend of communication skills, critical thinking, and technical expertise to effectively manage emergency situations and provide timely support to patients and staff.

Key Responsibilities
  • Emergency Response: Answer and process all emergency-related calls made to the High Reliability emergency response center with accuracy and efficiency.
  • Critical Event Management: Quickly assess critical patient or security safety events, implement response plans, and activate medical and public safety response teams as needed.
  • Collaboration and Communication: Collaborate with onsite clinical and security team members to deploy additional resources based on the complexity of critical events, and communicate activated critical patient events to various teams in the High Reliability Operations Center.
  • Incident Reporting: Compile reportable incidents on a single shift report and distribute reports to the entire team, providing updates to incoming shifts and assisting with coaching and mentoring new team members.
  • Equipment Maintenance: Perform assigned equipment status checks on primary and back-up equipment, participate in monthly downtime exercises, and complete checklists.
  • Continuous Improvement: Meet department metrics and skill standards by participating in continuous improvement workshops and contributing to process enhancements.
  • Leadership and Support: Serve as the first line of support for team members and an escalation point for patient-related concerns on assigned shifts, providing guidance and support as needed.
Requirements
  • Experience: 1 year of experience in a healthcare setting.
  • Education: High school diploma.