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Customer Care Centre Associate - Temporary Full Time - Mississauga, ON

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Date: Jun 18, 2022

Location: Mississauga, ON, CA

Company: LifeLabs

LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.

Consistently named one of Canada's Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada. The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust.  Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of empowering a healthier you.

Make a difference – join the LifeLabs team today!

 

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 is a Temporary Full- Time position Flexible shifts based in Mississauga, Ontario. 

Electronic Requisition Processing
This position serves to prepare and move requisitions received from healthcare providers and patients to the PSC Mailbox where they are available for accessing and serving the customers who presents at our PSC.

This role may also include assisting with the following functions
Results Reporting:
Assisting with Referred-Out testing sites reporting of results for Ontario, British Columbia. Responsibilities include: reporting results using multiple systems assisting with resolving overdue pending results.
Results reported and information provided must be accurate and in keeping with policy and procedures and demonstrates LifeLabs Vision and Values.

 

Summer Position: The shift will be 8:00 - 4:00 p.m. Flexibility is required to cover the early shift as needed and on weekends.

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

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)
  • 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

 

At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected.

In accordance with LifeLabs’ Accessibility Policy, the Accessibility for Ontarians with Disabilities Act, and the Ontario Human Rights Code, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email careers@lifelabs.com.

LifeLabs is committed to providing a safe environment for our employees, customers, and the communities we serve. We have been a leader throughout the COVID-19 pandemic regarding health and safety measures and have always put our employees and customers at the center of every decision that we make. As an organization in the health care sector, we believe the COVID vaccination adds a layer of protection that complements the extensive and necessary health and safety protocols that we have taken to date. With this in mind, we currently require all LifeLabs employees, contractors, students and volunteers to be fully vaccinated.

LifeLabs operates under a distributed workforce model, where employee flexibility is a key priority. Further information will be provided during the interview process on what this means for employees.


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