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
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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.
