About this role
Inova Center for Personalized Health - System Office Administration - Transfer Center is looking for a dedicated Customer Care Coordinator 3 to join the team. This role will be Full-time Mid Shift: Days vary – 10:00am - 8:30pm. Weekends and holiday required.
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 3 Job 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 at 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 Inova Text Alert system to Inova leaders and team members.
- Triages Inova 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.
- Explains insurance benefits and patient liability through the use of appropriate communication methods/styles.
- Supports scheduling activities by conducting pre-service activities such as insurance verification/submission.
- Gathers information about customer complaints in a courteous and professional manner.
- Troubleshoots individual admission issues in collaboration with other departments/staff.
Additional Requirements:
- Work schedule: 10-hour shift (Varied Days 10:00am - 8:30pm)
- Education: High School or GED
- Experience: 2 years of experience with call center, customer service or related profession.
- Certification: None
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.
Other facts
About Inova Health System
We are Inova, Northern Virginia and the Washington, D.C. metropolitan area’s leading nonprofit healthcare provider. With expertise and compassion, we partner with our patients to help them stay healthy. We treat illness, heal injury and look at a patient’s whole health to help them flourish. Through our expansive network of hospitals, primary and specialty care practices, emergency and urgent care centers, and outpatient services, Inova provides care for more than 1 million unique patients every year. Total patient visits exceed 4 million annually, demonstrating our ability to deliver the best clinical care and ensuring a seamless experience for all who rely on us for their healthcare needs.
Consistently ranked and recognized as a national healthcare leader in safety, quality and patient experience, Inova’s world-class care is made possible by the strength and breadth of our network, our 26,000 team members, our technology and our innovation. In 2025, Inova was named the Health System of the Year by Press Ganey, a national leader in healthcare experience, recognizing our excellence in patient care, team member engagement, and commitment to continuous improvement.
Inova is home to Northern Virginia’s only Level 1 Trauma Center and Level 4 Neonatal Intensive Care Unit and provides high-quality healthcare to each person in every community we are privileged to serve – regardless of ability to pay – every day of their life. More information about Inova can be found at www.inova.org.
What you'll do
- The Care Coordinator III is responsible for processing calls to the emergency response line, assessing critical events, and collaborating with clinical and security teams. They also triage patient calls, perform equipment checks, and compile incident reports.
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