Customer Service Representative
Customer Service Representative
Posted on :
17-07-2025
Employer Active
1 Vacancy
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Job Description
Customer Service RepresentativeLocation: Toronto-661 UniversityDepartment: Quality Regulatory Affairs and Customer ServicePlease note this position is expected to work weekends and statutory holidays. This can change based on operational needs.
To provide front line customer services through the PHO Customer Service Centre the centralized one window to the Public Health Ontario Labs for all testing related inquiries from across the Province.
The Role:
To provide front line customer services through the PHO Customer Service Centre the centralized one window to the Public Health Ontario Labs for all testing related inquiries from across the Province.
Key Responsibilities-
- As the initial point of contact to the Public Health Laboratories responds to all client inquiries regarding laboratory testing and services from PHO clients who include hospitals and community laboratories physicians offices clinics long-term care facilities nursing homes and public health units.
- Accesses a variety of information from multiple databases reference materials (e.g. PHOL on-line Test Directory etc.) PHOConnect Site and Q-Pulse in order to search and identify up to date testing related information in response to general inquiries.
- Utilizes the PHOs on line computer systems to search for seek and/or provide timely information on urgent and routine test results or required for test completion; cancelling tests and investigating new or unusual test requests.
- Performs customer service outreach when required by using scripts developed by Supervisor or Manager to promote PHOL services and tools (e.g. Labstract subscriptions autofax subscriptions) advise on procedures for the processing and completion of requisitions and navigation through the website and to assist clients to enhance timely delivery of test results.
- Maintains records and information required to organize and/or update the client database e.g. verified fax numbers and client contact lists for outreach surveys etc...
- Investigates and updates incomplete information on sample submissions (e.g. submitter or patient demographic information into the LIS) to allow testing to proceed.
- Collects and maintains quality indicator data on a variety of databases (e.g. shared drive SharePoint) such as reported errors sample rejection trends etc. to be used for quality improvement initiatives.
- Identifies and apprises management of perceived trends potential or unusual issues criticisms raised (e.g. complaints common inquiries).
- Updates and maintains knowledge of PHO laboratory testing programs new initiatives and new announcements in support of the provision of customer services.
Knowledge and Skills-
- Knowledge of the use Laboratory Information Systems and various databases to access information in response to customer inquiries.
- Knowledge of medical terminology in order to respond to inquiries regarding laboratory testing and results.
- Knowledge of and skills in the use and operation of computers and software such as Microsoft Office word processing software and database programs and the Internet to access and retrieve information from databases.
- Knowledge of relevant sections of the Freedom of Information and Protection of Privacy Act and the Personal Health Information Protection Act to determine what information can be released when responding to personal health related inquiries.
- Knowledge of PHOL programs/services and contact centre policies procedures priorities and standards to ensure compliance and efficiency of own work.
- Knowledge of customer service principles techniques and quality standards e.g. telephone etiquette customer service standards to provide effective telephone customer information and support services to customers.
- Oral and written communication and interpersonal skills to act as the primary point of contact in the PHO Customer Service Centre and to respond to phone written and fax inquiries by a range of PHOL clients utilizing specialized medical laboratory testing terminology.
- Interpersonal skills to handle client requests complaints and to escalate any problems as needed.
Education and Experience-
- Secondary school diploma.
- 2 years of medical laboratory experience.
Attributes and Competencies-
- Ability to work in accordance with relevant policies procedures guidelines directives manuals and computerized and hard copy directories and reference materials in order to provide customer service by answering inquiries and providing information.
- Identifies addresses and resolves a range of problems/concerns and escalate/refers complex matters to a Resource Technologist for resolution when necessary for example customer complaints explanation of sample rejection reasons and result interpretations.
- Maintains the confidentiality and security of all information related to patients staff and business of PHO.
- Requirement to concentrate during calls within the call centres environment of varied calls at the same time.
Please note: applications will be received no later than 11:59pm on the date preceding the closing date as indicated on the Job Requisition.
Note: Internal candidates will be considered first.
While we thank all applicants for their interest only those selected to move forward in the recruitment process will be contacted. Any information obtained during the course of recruitment will be used for employment recruitment purposes only and not for any other purpose.
PHO is committed to ensuring equity in employment. Our goal is to create a diverse inclusive workforce that reflects the communities we serve and to ensure our services and communications are accessible to all individuals. Any candidate who requires a job posting in an alternative format may email a request to Once an applicant has been selected for an interview they can inform PHO about any accommodations they may require at any stage of the interview process.
Required Experience:
Unclear Seniority
Employment Type
Part-Time
Key Skills
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