Customer Care Centre Specialist
LifeLabs Medical Laboratories
Mississauga, Ontario, Canada
6d ago

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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