Customer Support Agent

For over 50 years, LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratorytests come through LifeLabs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.
We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians’ lives every day.
Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada’s Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve. We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.
These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.
This is a Part Time role with flexible shifts in Mississauga, ON (6560 Kennedy Road).
**Your responsibilities include**:

- Communicates results from testing to health care providers through the means of faxing and inbound calls
- Conducting Requests for Action for additional testing on specimens
- Provides customer information to referring physicians and labs
- Escalates inquiries appropriately through systems and/or leadership
- Responds to routine inquiries from clients or customers, ensuring follow-ups are completed
- Receives and follows-up on requests for physician consultations
- Maintains confidentiality involving any information made available directly or indirectly about clients including physicians, patients, employees, and the company
- Observe all safety and security policies
- Maintain knowledge of safety/WHMIS and TDG procedures
- Assists in problem solving related to workflow and workstation organization and provides input, as required, at team meetings
- Adheres to corporate health, safety, and security policies
- Be flexible in performing responsibilities in line with customer support initiatives and business needs
- May assist with training and orientation of new staff

**What you will bring to the role**:

- High School Diploma or equivalent
- Strong verbal and written communication skills, courteous telephone manner
- Ability to work in a structured, fast-paced environment with changing priorities
- 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

LifeLabs’ compensation programs are commensurate based on the role, skill, effort, responsibility and working conditions, irrespective of gender, race, ethnicity, beliefs, age or any other personal characteristics. Pay programs are communicated regularly in an accessible and transparent manner.
LifeLabs is also proud to offer resources, opportunities, as well as a collaborative and supportive environment that enables our team members to thrive.
In addition to a competitive compensation package, LifeLabs provides a comprehensive total rewards program, specific to the job position. Your package may include:

- Employee Group Benefits: Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance.
- Retirement Savings Plan
- Vacation and Wellness Days
- Employee Wellness and Giving Programs: Our award winning mental, physical and financial wellness programs aim to address the comprehensive well-being of our team members, including resources like the Employee & Family Assistance Program, financial planning tools, and employee recognition initiatives.
- Professional development and membership reimbursement, access to preferred rates and discount programs, including WorkPerks, Home and Auto Insurance, Costco Membership, etc., and optional health-related benefits.