Customer Support Agent - Inbound

The Customer Support Agent – Inbound will serve as the initial customer contact for Ontario based LifeLabs customers and clients and is responsible for screening inbound calls and work to resolve customer and client inquiries (or escalate appropriately as required). 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: Part Time Regular

Shift: Varies

Location: Mississauga, ON

Additional Requirements: N/A

Number of positions: 1

Start Date: ASAP 

This vacancy is for an existing position.

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
• Understanding of medical terminology and/or completion of a medical terminology course an asset
• Ability to work in a fast-paced 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 problem-solving 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 pre-defined performance goals.