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Customer Care Centre Associate - Client File Maintenance - Part Time Regular - Mississauga

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Date: Jul 20, 2021

Location: Mississauga, ON, CA

Company: LifeLabs

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 role is Part Time Regular, based in our location in Mississauga, Ontario. Shifts are from Monday to Friday, 5:00 p.m. to 10:00 p.m. and Saturday from 9:00 a.m. to 2:00 p.m.

 

Client File Maintenance
This position is within the Client File Maintenance Team. Duties include validating, creating and updating Client Profiles. This file is referenced upon data entry, report printing, client address label print and on screen inquiry into the client file. Needed information is gathered from various sources and validated for accuracy this involves interaction with teams within the operation. Client file maintenance is the method of adding, changing or inactivating the clients' file. This function is performed only on the master file system commercial system AAC. Changes for the client file are effective immediately.

 

 

Accountabilities:

 

  • Provide efficient and effective customer service to our clients and customers (physicians, patients, Long Term Care Facilities, hospitals and LifeLabs operations across the province)
  • 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.
  • 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

 

Apply now!

 

 

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. 

 


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