Customer Support Agent - Inbound (BCGEU)

LifeLabs Medical Laboratory Services is seeking a Customer Support Agent to join our team in Surrey, BC. This is a great role for a hands-on, detail-oriented individual who thrives in a fast-paced, collaborative environment.

Status: Casual

Schedule: Various shifts 

Additional requirements: This position requires in-office work for the first six months, after which eligibility for a hybrid work arrangement will be assessed. Our department operates 24/7, 365 days a year, so applicants must be available for day, afternoon, evening, and overnight shifts, including weekends and statutory holidays. This is a casual position, offering between 0 to 37.5 hours per week
Number of positions: 5
Start Date: ASAP
Union: This is part of the BCGEU collective agreement

This vacancy is for an existing position.

Your responsibilities will include:

• • Provides test results and test information to internal and external clients in an efficient and accurate manner. This includes calling, faxing, and answering incoming inquiries as required.
  • Receives and implements requests for additional testing on specimens.
  • Provides patient information to referring physicians and referral labs.
  • Refers questions/complaints to specialists as appropriate for follow-up
  • Responds to routine inquiries from doctors and patients, ensuring follow-up to our clients.
  • Ensures client service information is current by collating statistical information and documentation, follows-up to ensure information is received, updates information as appropriate, file searches archives for medical/legal purposes
  • Receives and follows-up requests for physician consultations
  • Maintains filing of original standing order requisitions and modifications.
  • Training and orientation of new staff
  • Monitors systems, statistics, and programs to initiate further follow-up.
  • Corrects and follows-up on returned patient reports
  • Maintains confidentiality involving any information made available directly or indirectly about clients including physicians, patients, employees, and the company.
  • Observe and execute all laboratory safety and security policies and regulations, including location and use of safety equipment, evacuation routes, disposal of contaminated material
  • Able to react to change productively and handle other essential tasks as assigned.
  • In order to meet Business Continuity requirements, manage peak volume, and shift coverage requirements (i.e., sick time, vacation etc.) both the Inbound and Outbound Agents will be cross-trained so when directed by the Team Lead and/or Supervisor, they can perform key job duties of either position to ensure the National Customer Support Center can deliver on our promise to our customers and adhere to our MOH contractual obligations of managing critical calls.

What you bring to the role:

• • High graduation and/or completion of a Medical Office Assistant training program, or equivalent training or related work experience.
  • Previous call centre experience required
  • Good understanding of medical terminology
  • Knowledge and understanding of tests and services provided by the company and good understanding of the overall flow of the laboratory.
  • Ability to operate telephone system
  • Excellent client service skills
  • Be able to work independently as well as part of a team and be flexible and adaptable.