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Customer Care Centre Specialist - Full Time- Mississauga, ON

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Date: Aug 17, 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!

At LifeLabs, we are focused on our vision of building a healthier Canada!  We are the largest community diagnostics laboratory in Canada with over 350 collection centres, 16 laboratories and service over 20 million patients each year. 

                      

Caring, Agile, Customer Driven, One Team - We live our values every day in what we do to help our patients and healthcare providers.  With over 5,700 employees, we all make a difference and that’s why our people are so important to us. 

 

This is an exciting time to grow your career with us and support numerous business initiatives, innovations, best practice and business development opportunities.

 

Overview: This position serves as the initial customer contact for telephone calls to LifeLabs.  Customer Care Specialist 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. This position will also assist the Management Team in providing training and coaching to new and existing Customer Care Associates in addition to their ongoing role of providing both inbound and outbound call service to our clients. 

 

This is a Full Time position based in Mississauga, Ontario. 

Shift Timings: Tuesday - Friday 11:00 -7:00 p.m. Saturday 8:30 - 4:30 p.m. may include Monday and Saturday or Sunday rotation

 

Result Communication and Patient Recall
This position is within the Result Communication functional team of the CCC Support Department. Duties include handling 1st level escalations and priority requests and audits, training and coaching. Participates in team huddles and functional report out and in creating department schedules. Duties also include regular Result Communication and Patient Recall duties. Result Communication involves communicating result assigned a call priority to our clients including those reports that require client notification as per the SOP coupled with client requirements. Patent Recall involves contacting the customer or HCP to notify them to return so that the tests ordered can be completed according to the SOP. Knowledge of the SOP and understanding of clients special instructions is necessary. Excellent communication and agility to handle priorities as is required is required. 

 

Accountabilities:

  • Providing efficient and effective customer service to our clients and customer. Our clients and customers include 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.
  • Answers, identifies, assesses and responds to Inbound call inquiries and/or makes Outbound calls as part of the Call Reporting process to LifeLabs clients
  • Routing of relevant information to other departments and locations as appropriate via Action Request or e-Track systems
  • Knowledge of LifeLabs Lab Operations
  • Participate in training and development to maintain performance expectations
  • Handle job duties in their appropriate priority with accuracy and efficiency
  • Information obtained or provided whether verbally or in writing must be accurate and in keeping with policy and procedures
  • Adherence to departmental and LifeLabs’ policies, practices and procedures
  • Provide hands on coaching for the Associates in call handling, use of computer applications and CCC Standard Operating Procedures (SOP’s)
  • Perform call monitoring and score calls in accordance with the CCC Call Excellence Guidelines
  • Review Action Request to ensure appropriate use and clarity of documentation
  • Monitor Call Activity Reports to ensure call escalation and documentation is in keeping with Result Reporting procedures
  • Participate in the delivery of training to new Associates
  • Keep up to date with information shared through different modes of communication (email memo’s, policies, (SOP’s) Standard Operating Procedures and meetings)

 

Qualifications:

  • Demonstrated track record of excellent attendance and punctuality
  • Strong customer service orientation
  • Responding to customer inquiries promptly and accurately with a high level of professionalism
  • Commitment to delivering and continuously improving excellence in customer service
  • Positive and professional attitude under pressure
  • Ability to respond to adverse situations e.g. irate customers, high call volumes with sensitivity and tact
  • Ability to make sound judgment calls
  • Assist with first level escalated calls
  • Flexible to work designated days, evenings and weekends
  • Ability to work in a fast-paced environment with changing priorities
  • Must be comfortable with PC based technology, keyboarding and navigating through the applications required to source information
  • Medical terminology an asset
  • Desire to meet and exceed pre-defined performance goals

 

Apply Now!

 

 

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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