Customer Care Centre Associate - Full Time
LifeLabs
Mississauga, ON
Improve lives. Love your job. Grow your career.

The Customer Care Associate serves as the initial customer contact for telephone calls to LifeLabs. The Associate screens the call to understand the nature of the inquiry and satisfactorily resolve the request. This involves interacting with the appropriate applications and resources to source information required. Information provided must be accurate and in keeping with policy and procedures, while ensuring that LifeLabs’ Core Values are demonstrated in all activities.

This position serves as the initial customer contact for telephone calls to our Healthcare Providers. This position will primarily handle outbound calls and includes handling inbound calls as required. The Associate screens the call/Call Report, to understand the nature of call priority and conveys the result to the client or customer in keeping with our policies and guidelines. This involves interacting with the appropriate applications and resources to source information required. Documents steps taken to convey results in accordance with expectations and SOP guidelines. Information provided must be accurate and in keeping with policy and procedures.

Patient Recall requirement
This position includes Patient Recall duties. Patients whose test could not be fulfilled are contacted to retun for recollection in keeping with SOP requirements,

The shift will be:
Positon M-F 10:00 p.m. 6:00 p.m. and every 3rd Saturday/Sunday 12:00 -800 p.m. or 8:00 a.m.- 4:00 p.m. according to the rotation schedule. The rotation coverage also include Statutory Holidays.

Accountabilities:
Using multiple applications such as IntRlab, CARES, eWave, Word.
Responds to inquiries using the appropriate application and resources; escalating calls to designated resources where required.

Provide efficient and effective customer service to our clients and customers (physicians, patients, Long Term Care Facilities, hospitals and LifeLabs operations across the province)
Answer, identify, assess and respond to Inbound call inquiries and/or make Outbound calls as part of the Call Reporting process to LifeLabs clients
Respond to customer inquiries promptly and accurately with a high level of professionalism
Route relevant information to other departments and locations as appropriate via Action Request or e-Track systems
Develop and maintain knowledge of LifeLabs Lab Operations
Handle job duties in their appropriate priority with accuracy and efficiency
Ensure information obtained or provided whether verbally or in writing is accurate and in keeping with policy and procedures
Keep up to date with information shared through different modes of communication (email memo’s, policies, Standard Operating Procedures and meetings)
Communicate effectively over the telephone with sensitivity and tact, respond to adverse situations (e.g. irate customers, high call volumes), and make sound judgment calls
Maintain confidentiality involving any information made available directly or indirectly about clients including physicians, patients, employees and the company
Work in a manner that protects one’s own health & safety as well as the safety of co-workers and others, and that is consistent with the law and with safe work practices and procedures established by LifeLabs

Requirements:
Post-secondary education preferred
Good verbal and written communication skills, courteous telephone manner
Ability to work in a structured, fast-paced environment with changing priorities
Must be comfortable with PC based technology, keyboarding and navigating through the applications required to source information
Excellent problem solving skills
Medical terminology an asset
Team player as well as the ability to work independently
Flexible to work in a shift environment which may include weekends
Desire to meet and exceed pre-defined performance goals

LifeLabs is committed to building an inclusive environment and will provide accommodations in accordance with the AODA – Accessibility for Ontarians with Disabilities Act. Please indicate in your application any accommodations you will require throughout the recruitment process. Alternatively please contact our corporate offices main line to be directed to a member of the Talent Acquisition team at (416) 675-4530.