Customer Support Agent - Outbound

For over 50 years LifeLabs has beenCanadas 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 operatingCanadasfirst commercial genetics lab and the countrys largest online patient portal with more than 8 million Canadians receiving their results than112 million laboratory tests come through LifeLabs laboratories annually and our team of more than 6000 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 Canadas Best Employers reflecting our deep commitment to our core values of caring agility teamwork and a customercentered 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.

TheCustomer Support Agent Outbound is responsible for communications and transmission of results and recollection contacts. This involves interacting with the appropriate applications and resources to source information required. Information provided must be accurate and in keeping with policy and procedures. Demonstrates LifeLabs Vision and Values in all activities with focus on the customer experience.

Status: Permanent Full Time (Float)
Shift: Variable days afternoons and midnights
Location: 6560 Kennedy Rd
Additional Requirements: Flexible availability required
Number of positions: 1
Start Date: ASAP

This vacancy is for an existing position.

Your responsibilities include:

Operational

• Providing efficient and effective customer service to our clients and customers. Our clients and customers include physicians patients Long Term Care Facilities hospitals and LifeLabs operations across the province
• Performs outbound calls as part of the Call Reporting and Recall process to LifeLabs clients and customers
• Routing of relevant information to other departments and locations as appropriate using the appropriate communication channels
• 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

General

• Keep up to date with information shared through different modes of communication (email memos policies (SOPs) Standard Operating Procedures and meetings).
• Ability to work in a structured environment.
• Information obtained or provided whether verbally or in writing must be accurate and in keeping with policy and procedure calls.

Customer Service

• Strong customer service orientation
• Courteous and pleasant telephone manner 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
• Ability to communicate effectively over the telephone with sensitivity and tact
• Ability to actively listen and empathize
• Ability to make sound judgment calls
• Demonstrated track record of excellent attendance and punctuality.

What you will bring to the role:

• High School Diploma or equivalent
• Understanding of medical terminology and/or completion of a medical terminology course an asset
• Ability to work in a fastpaced environment with changing priorities
• Strong verbal & written communication and interpersonal skills.
• Must be comfortable with PC based technology keyboarding and navigating through the applications required to source information.
• Computer skills with a minimum 37 wpm.
• Excellent problemsolving skills.
• 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 predefined 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 wellbeing 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 healthrelated benefits.

In accordance withLifeLabs Accessibility Policy and the applicable Accessibility Acts within the provinces we operate in 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 emailemailprotected.

Vaccinations are highly encouraged at LifeLabs. Vaccinations and/or immunization screening may be mandatory for selected employees if regulated by provincial or regional governments or through employerled vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be vaccinated or undergo immunization screening.

Ready to empower healthier Canadians Apply today!