Customer Care Centre Specialist

1 week ago

Mississauga, Canada LifeLabs Full time

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.

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.
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
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

**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
Medical terminology an asset
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.
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

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