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: 9:00 PM 7:30 AM, rotating days and every other weekend (4 10-hour nights); Training: Monday Friday 8:00 AM 4:30 PM for 5 weeks, then 11:00 AM 7:30 PM for 1 week (day shift with supervisor/shift leaders, 6 weeks total)
• 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. They must 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 protocols.

Required Skills

• Critical thinking skills and capacity to absorb multi-directional instructions and quickly execute said requests
• Ability to communicate effectively in person and over multiple written and verbal electronic modalities
• Demonstrated proficiency in Call Center Operations
• Medical knowledge and familiarity with hospital policies and procedures
• Excellent oral and written communication skills
• Comfortable with Microsoft Office Suite; technology savvy
• Hospital patient-facing healthcare experience (ideal: unit secretary, ED, Emergency, or Urgent Care Center background)

Preferred Skills

• Previous experience working night shift
• Emergency dispatching experience

Work Environment / Physical Requirements

• Night shift position: 9:00 PM 7:30 AM, rotating days and every other weekend (4 10-hour nights)
• 40 hours per week
• On-site role at a hospital facility in Falls Church, VA
• 6-week training period on day shift prior to transitioning to night schedule

Important Notes

• Interview process: 1-step, 30-minute virtual interview with hiring manager and supervisor.
• Urgent opening timely submissions encouraged.
• The ideal candidate should have hospital patient-facing customer experience as the primary qualifier; dispatch experience is secondary and not mandatory. Candidates who have previously worked as a unit secretary or in an ED, Emergency, or Urgent Care Center are strongly preferred.
• Reason for opening: Backfill the position

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: 26-05607

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