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Medical Call Center Agent (Weekend Shift)

Company: Inova
Location: Falls Church
Posted on: March 19, 2023

Job Description:

Job Description

Provides excellent, customer-focused service to Inova's patients, medical professionals and the community. Screens patient calls to determine their need and makes recommendations as necessary. Provides education on Inova tools and portals. Communicates effectively and efficiently with Inova medical professionals and its affiliates. Serves as a liaison between Inova and other healthcare organizations to provide approved patient information by ensuring all communication is PHI and PII compliant. Provides secondary support to Inova services and programs. Handles all emergency response protocol for both medical and public safety. Serves as tier one support for enterprise paging system and associated web portal.

Job Responsibilities

  • Answer incoming calls for all Inova Hospitals and department call center queues
  • Communicates with Inova's patients, medical professionals and the community in a calm, professional and caring manner
  • Processes patient information requests per Inova and HIPAA policies
  • Assess and attain customer's needs, make recommendations in accordance to departmental protocols and algorithms
  • Processes customer requests within established department SLAs
  • Utilizes the call center database and Inova web resources to provide the most up to date information to community customers
  • Utilizes web resources to educate patients/customers on Inova services and patient portals
  • Triage program patient calls and page physician on-call
  • Utilizes on-call scheduling to directly relay time sensitive information to the appropriate medical professional
  • Ability to utilize critical thinking skills and execute emergency protocols in a fast paced, stress prone environment
  • Ability to quickly assess a critical patient or security safety event and implement a response plan, in accordance with hospital policies
  • Communicate all patient care emergencies to appropriate teams with accuracy
  • Communicate Inova Facility and Security alerts to registered team member and Inova affiliates via the Inova text alert system
  • Maintains accurate documentation of all executed events for reporting and discovery purposes, in accordance with Inova policies
  • Ability to utilize the call center database's functionalities and resource tools
  • Ability to utilize call center phone system, PA system and back-up phone system
  • Ability to utilize paging system, smart phone paging apps and handheld paging devices
  • Ability to utilize the Inova text alert system's functionalities and resource tools
  • Initiates troubleshooting protocols when devices are not working as expected
  • Performs daily, weekly and monthly equipment checklists. Performs monthly status checks on back-up equipment and participates in monthly downtime exercises
  • Compiles reportable incidents on a single shift report and distributes report to entire team. Provides updates to incoming shift
  • Assist with coaching and mentoring new team members
  • Reads and responds to emails in a timely manner
  • Utilizes email system as a resource for general information, active events and notifications of major system outages throughout the organization
  • Meets department metrics and skill standards
  • Assist with department and system wide projects and ensure timelines are met
  • Attend department team member meetings
  • In the absence of a Team Leader, serves as the first line of support for team members on assigned shift
  • In the absence of a Team Leader, serves as the first line of escalation related to customer concerns
  • Ability to utilize the IT Ticketing portal's functionalities and resource tools
  • In the absence of onsite tech support, serves as the intake liaison and processes damaged equipment, submits an IT ticket when appropriate and provides loaner devices when needed

    Additional Requirements


    High school or GED


    One year of customer service experience in a Healthcare environment.


    -Basic medical terminology

    -Ability to type in a fast-paced environment

    -Ability to read, write and speak English accurately

    -Computer skills

    -Microsoft Office Products

    -Ability to navigate basic phone system

    About Us

    Inova is Northern Virginia's leading nonprofit healthcare provider. Our mission is to provide world-class healthcare - every time, every touch - to each person in every community we have the privilege to serve. Inova's 18,000 team members serve more than 2 million individuals annually through an integrated network of hospitals, primary and specialty care practices, emergency and urgent care centers, outpatient services and destination institutes.

    Safety Always: Learn how we keep our team members and patients Safe@Inova.

Keywords: Inova, Washington DC , Medical Call Center Agent (Weekend Shift), Sales , Falls Church, DC

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