Administrative Coordinator - PRN

Inova Fairfax Hospital – Patient Relations is looking for a dedicated Administrative Coordinator to join the team. This role will be PRN Role Monday – Friday, 8:30am – 5:00 pm

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.

Administrative Coordinator Job Responsibilities

• Provides administrative and customer service support for patient relations operations, including answering incoming phone calls, gathering information, and documenting concerns within the appropriate systems.
• Performs intake and triage of patient and family member concerns, summarizes issues accurately, and collaborates with Patient Relations Specialists to support timely resolution.
• Assists with de-escalating sensitive patient and family situations while maintaining professionalism, empathy, and confidentiality.
• Supports real-time issue resolution whenever possible and ensures appropriate escalation and follow-up when needed.
• Enters, tracks, and reports data related to patient concerns, trends, and departmental activity using reporting tools and spreadsheets.
• Utilizes Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint, to prepare reports, correspondence, and departmental documentation.
• Works within EPIC and other electronic systems to document interactions and maintain accurate records.
• Provides support across multiple locations while primarily onsite in Fairfax; Position may transition to hybrid or remote flexibility based on operational needs and training completion.
• Completes in-person orientation and approximately 40 hours of shadowing/training with Patient Relations Specialists to learn workflows, triage processes, and departmental procedures.
• Supports patient interaction activities averaging approximately 10–20 hours weekly and assists with triaging concerns from various access points.
• Demonstrates flexibility with scheduling needs, initially working approximately 20 hours per week with potential fluctuation based on departmental volume, averaging 60–80 hours monthly.
• Maintains the ability to work independently in a hybrid or remote environment while effectively managing patient concerns from multiple locations.

Minimum Qualifications

Experience - 1 year of relevant office or healthcare experience

Education - High School diploma or equivalent

Preferred Qualifications

• Strong customer service background with experience handling sensitive or escalated situations preferred.
• Experience with patient relations, healthcare intake, or triage support are strongly preferred.
• Proficiency with EPIC and Microsoft Office Suite required; familiarity with AI tools or technology solutions preferred.
• Excellent communication, listening, documentation, and problem-solving skills.
• Ability to remain calm, professional, and empathetic when working with patients and family members in stressful situations.