Patient Service Centre Assistant

Reports to: Supervisor, Client Services

Purpose of the Role

The Patient Service Centre Assistant will be the first point of contact for customers and will ensure a professional, positive and safe experience while visiting LifeLabs. This role will be primarily responsible for greeting customers upon arrival to the patient service centre, ensuring the accurate and efficient collection and data entry of customer information. The PSC Assistant will receive, sort and verify specimens against the accompanying requisition, accession specimens (data entry), and prepare specimens for pickups.

Your responsibilities will include:

• Exceptional customer experience skills to welcome the customers to LifeLabs with undivided attention and makes them feel safe and comfortable.
• Defuse customer situations and provide resolution in a timely and effective manner.
• The ability to prioritize multiple tasks in a fast-paced environment.
• Enters customer in Queue/ Patient Wait Time system.
• Reviews requisitions for accuracy, requests information as required from patients, determines if customers have followed necessary test preparation protocol prior to specimen collection and provides instructions regarding the specimen collection process.
• Enters required patient demographics, requisition information and any additional information related to the processing of test results into computer.
• Receives, sorts and processes incoming specimens from physician offices and/or patient specimen drop offs.
• Troubleshoots, problem solves and investigates incidents relating to missing specimens or other specimen concerns.
• Prepares specimens for pickup by couriers in accordance with packaging requirements and within the time deadlines.
• Promote SMS and demonstrate functionality to customers.
• Support confidentiality in all areas of our related work.
• Represent LifeLabs in a professional and positive manner.
• Inspire trust, teamwork and positive relationships with team and customers.
• Ensures a safe, comfortable, efficient and personalized experience while visiting our LifeLabs locations.
• Cleans/disinfects/wipes work area(s) as per established procedures.
• Maintains adequate stock of supplies for PSC and orders as required.
• Filing and faxing as required.
• Other duties as required.

What you bring to the role:

• 1-3 years in customer service
• High School diploma or equivalent
• Clear, effective communication with strong interpersonal skills
• Excellent computer skills – Word, Outlook, 60 wpm
• Accountability, initiative and a high level of ownership
• Familiarity with Medical terminology an asset
• Ability to work independently and as part of a team.
• Ability to relate positively to customers.
• Ability to wear PPE for extended periods of time.
• Excels in attention to detail and meeting customer expectations.
• Thrives in dynamic work environments; embraces change when it delivers improvements and effortless experience for both the customer and employee; understands customers’ expectations evolve and we must adapt to deliver.