Customer Support Agent, Inbound

3 weeks ago

Surrey, 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

LifeLabs Medical Laboratory Services is seeking a **Customer Support Agent (Inbound)** to join our team in **Surrey, British Columbia.**

Our Customer Support Agent is responsible for providing test results and information to internal and external clients in an efficient and accurate manner. Maintains support services to handle patient requisitions. In addition, the Client Service Specialist provides input to the Team Supervisor concerning team issues and opportunities for improvement. This is a great role for a hands-on, detail-oriented individual who thrives in a fast-paced, collaborative environment.

**This is a Casual position with flexible shifts.**

**Your responsibilities will include**:

- Provides test results and test information to internal and external clients in an efficient and accurate manner. This includes calling, faxing, and answering incoming inquiries as required.
- Receives and implements requests for additional testing on specimens.
- Provides patient information to referring physicians and referral labs.
- Refers questions/complaints to specialists as appropriate for follow-up.
- Responds to routine inquiries from doctors and patients, ensuring follow-up to our clients.
- Ensures client service information is current by collating statistical information and documentation, follows-up to ensure information is received, updates information as appropriate, file searches archives for medical/legal purposes.
- Receives and follows-up requests for physician consultations

Are You a Good Fit?

LifeLabs is seeking a Client Information Specialist who can work collaboratively in a fast-paced team environment, while adhering to LifeLabs’ standards of safety, accuracy and efficiency.

**Do you have**:

- High school graduation and/or completion of a Medical Lab Assistant training program, or equivalent training or related work experience.
- Good understanding of medical terminology.
- Knowledge and understanding of tests and services provided by the company and good understanding of the overall flow of the laboratory.
- Ability to operate telephone system.
- Excellent client service skills.
- Be able to work independently as well as part of a team and be flexible and adaptable.
- Ability to be flexible and take a positive attitude towards change.
- Minimum 40 wpm and basic computer knowledge.
- Ability to cope in stressful situations.
- Good organizational and time management skills.
- Excellent communication, interpersonal and public relation skills.

**Hiring Range: $24.13 to $28.33**

The hiring range has been established, however, the final salary recommendation will be determined based off the level of experience, education requirement, external market conditions and internal equity.

**Retirement Savings Plan**:
The LifeLabs plans provide members with an easy way to save for retirement. By participating in the plan, you receive contributions made to your account on your behalf from LifeLabs.

**Vacation Entitlement**:
In this position, you will be entitled to vacation pay, which will be applied to each pay.

**Employee Giving program**:
Designed to support any employee who donates, fundraises, or volunteers for a Canadian Registered Charity or Non-Profit Organization.

As a caring and customer driven organization, LifeLabs is committed to providing inclusive, barrier free services and workplaces. We will accommodate the accessibility needs of individuals with disabilities during the recruitment process. Should you require accommodation, please advise the Recruiter who contacts you and we will work with you to meet your needs.

In addition, LifeLabs offers professional development and membership reimbursement, access to preferred rates and discount programs - WorkPerks, Home and Auto Insurance, Costco Membership, etc. - and Optional Health-related Benefits.

Make a difference - join the LifeLabs team today

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.

We

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