Customer Care Coordinator

Customer Care Coordinator

Location: Falls Church, VA

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract (Temp to Hire)
• Contract Duration: 6 months
• Start: June 1, 2026
• Pay Rate: $18.44 $22.58 / Hour (USD)
• Shift / Schedule: 8:00 AM 6:30 PM, rotating days and every other weekend; 40 hours/week (4 10-hour days). Training schedule: Monday Friday, 8:00 AM 4:30 PM for 5 weeks, then 11:00 AM 7:30 PM for 1 week.
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

The Customer Care Coordinator II is responsible for answering and processing all emergency related calls made to the High Reliability emergency response center. Collaborates with the facility's clinical and security team members to deploy local resources based on the complexity of critical events. In a limited capacity, the CC II will triage calls from program patients who present with emergent healthcare needs. They also serve as secondary support on the patient customer service lines. The CC II must have critical thinking skills, the capacity to absorb multi-directional instructions and quickly execute said requests. Be able to communicate effectively in person and over multiple written and verbal electronic modalities. In addition, there must be a demonstrated proficiency in Call Center Operations, medical knowledge, and hospital policies and procedures.

Key Responsibilities

• Responsible for answering and processing all calls made to the enterprise emergency response line with accuracy.
• Ability to quickly assess a critical patient or security safety event, implement a response plan, and follow explicit protocols to activate and deploy both medical and public safety response teams as requested by care site.
• Collaborates with onsite clinical and security team members to deploy additional resources based on complexity of critical event; communicates activated critical patient event to various teams in the High Reliability Operations Center to provide awareness and heighten department posture.
• During a safety event, partners with care site leaders to script out an advisory alert to broadcast over the PA system and then deliver via the Text Alert system to leaders and team members.
• Triages program patient calls and follows department or clinic workflow and/or escalation protocols to notify on-call team members of the patient's emergent healthcare needs.
• Performs assigned equipment status checks on primary and back-up equipment and participates in monthly downtime exercises. Completes checklists.
• Compiles reportable incidents on a single shift report and distributes report to entire team.
• Provides updates to incoming shift; assists with coaching and mentoring new team members.
• Meets department metrics and skill standards by participating in continuous improvement workshops.
• In the absence of a shift Leader, serves as the first line of support for team members and serves as an escalation point for patient related concerns on assigned shift.
• Other tasks and duties as assigned.

Required Skills

• Excellent oral and written communication skills
• Comfortable with Microsoft Office Suite
• Technology savvy
• Critical thinking skills with the capacity to absorb multi-directional instructions and quickly execute requests
• Demonstrated proficiency in Call Center Operations
• Medical knowledge and familiarity with hospital policies and procedures

Preferred Skills

• Hospital patient-facing healthcare experience (ideal candidate should have hospital patient-facing customer experience; candidates who have previously worked as a unit secretary or in an ED, Emergency, or Urgent Care Center are strongly preferred)
• Emergency dispatching experience
• Previous experience working night shift

Education Requirements

• High School Diploma or GED (minimum)

Required Experience

• Minimum 1 year of experience in a fast-paced healthcare environment

Nice-to-Have Experience

• Dispatch experience (not mandatory but preferred)
• Prior experience as a unit secretary or in an ED, Emergency Department, or Urgent Care Center

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

Important Notes

• Interview process: 1-step interview 30-minute virtual interview with hiring manager and supervisor.
• Training: 6-week training on day shift with supervisor/shift leaders. Training schedule: Monday Friday, 8:00 AM 4:30 PM for 5 weeks, then 11:00 AM 7:30 PM for 1 week.
• The ideal candidate should have hospital patient-facing customer experience as the primary qualification. Dispatch experience is secondarily preferred but not mandatory. Candidates with call center experience at insurance companies or scheduling-only environments do not meet the preferred profile.

About the Client

Leading non-profit healthcare provider serving over two million patients annually in Northern Virginia.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-05606

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