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Join arenaflex – Pioneering Excellence in Healthcare Support Services
At arenaflex, we are dedicated to delivering world‑class patient care and seamless emergency response across a network of leading healthcare facilities. Our mission centers on empowering patients, clinicians, and security teams with rapid, accurate, and compassionate support when every second counts. As we continue to expand our high‑reliability operations, we are looking for a motivated, detail‑oriented professional to step into the pivotal role of Customer Care Coordinator II. This is a unique opportunity to work at the intersection of healthcare, safety, and technology, driving outcomes that directly impact lives.
Why arenaflex?
- Impactful Work: Be the first voice that patients and security teams rely on during critical moments.
- Innovative Environment: Leverage cutting‑edge communication platforms, text‑alert systems, and data‑driven incident reporting tools.
- Growth‑Centric Culture: Continuous learning, mentorship, and clear pathways to leadership positions.
- Industry Reputation: Partner with top‑tier hospitals, urgent‑care centers, and emergency medical services across the United States.
Role Overview
The Customer Care Coordinator II at arenaflex is the linchpin of our Emergency Response Center (ERC). Operating on a 5‑month contract with the possibility of extension, you will:
- Answer and accurately process every emergency‑related call routed to the enterprise response line.
- Rapidly assess critical patient or security events, activate appropriate medical and public‑safety resources, and follow documented protocols.
- Collaborate with onsite clinical and security teams to allocate resources based on event complexity, ensuring a coordinated response.
- Serve as a secondary support representative for designated patient service lines, providing empathetic assistance and triage.
- Maintain equipment readiness, contribute to downtime drills, and compile comprehensive shift reports for continuous improvement.
Key Responsibilities
- Emergency Call Management: Receive, verify, and document all calls to the enterprise emergency response line with 100% accuracy, adhering to compliance standards.
- Critical Event Triage & Activation: Apply clinical judgment and security protocols to determine the nature of the incident, initiate response plans, and dispatch medical or safety teams as required.
- Cross‑Functional Collaboration: Partner with facility clinicians, security officers, and ERC teammates to synchronize response efforts, share real‑time updates, and elevate department posture.
- Alert Communication: Draft and broadcast advisory alerts via PA systems and the arenaflex Text Alert platform, ensuring all stakeholders are promptly informed.
- Patient Program Support: Triage calls from specific patient programs, following escalation pathways to notify on‑call providers of emergent healthcare needs.
- Equipment Oversight: Conduct status checks on primary and backup communication equipment, document findings, and participate in monthly simulated outage exercises.
- Reporting & Documentation: Produce detailed shift reports, compile incident data, and disseminate findings to the entire ERC team for trend analysis.
- Team Leadership (When Required): In the absence of a shift leader, act as the first line of support, provide coaching to new teammates, and serve as escalation point for patient‑related concerns.
- Continuous Improvement: Meet departmental metrics, attend skill‑enhancement workshops, and contribute ideas to refine ERC processes.
- Additional Duties: Perform any other tasks and responsibilities assigned by ERC management to support operational excellence.
Essential Qualifications
- Minimum of 1 year of experience in a healthcare setting (clinical, administrative, or support roles).
- Demonstrated ability to think critically under pressure and execute multi‑directional instructions swiftly.
- Proficient verbal and written communication skills across multiple electronic modalities (phone, email, secure messaging).
- Solid foundation in call‑center operations, including call logging, triage, and escalation protocols.
- Basic medical terminology knowledge and familiarity with hospital policies and emergency procedures.
- Strong interpersonal skills with the ability to collaborate effectively with clinicians, security personnel, and technology teams.
- Flexibility to work Monday‑Thursday, 9:00 am‑7:30 pm, with occasional weekend coverage as business needs dictate.
- Commitment to attend a mandatory 6‑week training program (Monday‑Friday, 8:00 am‑4:30 pm) prior to full‑time duties.
Preferred Qualifications
- Previous experience in emergency dispatch or 9‑1‑1 call handling.
- Certification in CPR, Basic Life Support (BLS), or Advanced Cardiac Life Support (ACLS).
- Familiarity with text‑alert platforms and secure patient communication tools.
- Experience working in a high‑reliability organization where compliance and accuracy are paramount.
- Exposure to incident‑reporting software and data‑analysis for quality improvement.
Skills & Competencies for Success
- Critical Thinking: Rapidly evaluate complex scenarios, prioritize actions, and make sound decisions.
- Attention to Detail: Meticulously document calls, follow protocols, and verify equipment status.
- Emotional Resilience: Remain calm, empathetic, and composed during high‑stress situations.
- Technology Savvy: Comfortable navigating multi‑channel communication systems, electronic health records, and incident‑management platforms.
- Team Orientation: Ability to mentor new hires, share knowledge, and foster a collaborative work environment.
- Adaptability: Flexibly adjust to evolving procedures, new technologies, and variable shift patterns.
Career Growth & Learning Opportunities
arenaflex is committed to the professional advancement of its employees. As a Customer Care Coordinator II, you will have access to:
- Structured mentorship from seasoned ERC leaders.
- Ongoing certification programs (e.g., BLS, ACLS, Incident Management).
- Cross‑training opportunities in adjacent areas such as clinical triage, security operations, and health‑information management.
- Clear pathways to senior coordinator, shift lead, and operations manager roles based on performance and tenure.
- Participation in industry conferences, webinars, and internal knowledge‑sharing forums.
Work Environment & Culture at arenaflex
Our Emergency Response Center is a state‑of‑the‑art facility located in Falls Church, VA. The environment is:
- Fast‑Paced & Mission‑Driven: Every call can be a life‑saving moment, fostering a sense of purpose.
- Supportive & Inclusive: We celebrate diversity and encourage open dialogue, ensuring every voice is heard.
- Technology‑Focused: Modern communication suites, real‑time dashboards, and secure data platforms power our daily operations.
- Health‑Conscious: Ergonomic stations, wellness breaks, and access to on‑site fitness resources promote physical and mental well‑being.
Compensation, Perks & Benefits
arenaflex offers a competitive hourly wage commensurate with experience, along with a comprehensive benefits package that may include:
- Medical, dental, and vision coverage.
- Retirement savings plan with company match.
- Paid time off (PTO) and holiday pay.
- Employee assistance program (EAP) for counseling and wellness support.
- Professional development stipend for certifications and courses.
- Recognition awards for outstanding performance and innovation.
How to Apply
If you thrive in high‑stakes environments, possess a passion for patient safety, and are eager to join a forward‑thinking organization, we want to hear from you. Click the link below to submit your application through arenaflex’s recruitment portal.
Apply Now – Become a Vital Part of Arenaflex’s Emergency Response Team!
Take the Next Step
At arenaflex, you won’t just fill a position—you’ll join a community of professionals dedicated to safeguarding health and safety across the nation. Embrace the challenge, grow your expertise, and make a tangible difference every shift. Apply today and start your journey with arenaflex.
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