Customer Care Representative

Description

Position at Dynacare

Bilingual Customer Care Representative

Where YOU work, makes a difference.

Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and thrive.

Are YOU our next Customer Care Representative?

The Customer Care Representative is accountable for customer communication, troubleshooting, resolving all inquiries via telephone, e-mail, fax, social media (Facebook, Twitter, etc) on behalf of Dynacare. Their daily activities will include, but not be limited to,managing the call-log database, reporting metrics, supporting any technical inquiries for clients including internal client (ex. Quebec LHSC staff), coordinating with various internal departments to ensure customer needs are met (ie: test turnaround times, etc), tracking all interactions and providing customers with results via hard and soft copies, e-mail, fax. All activities must be accomplished while ensuring safe work practices by adhering to Health and Safety as well as any other regulatory body in effect.

Status: Contract , Full-time

Hours of Work: Monday to Friday 8 AM to 4 PM.

Vacancy Type: Existing

Location: Ottawa

Workstyle: hybrid

Why Dynacare is an amazing place for YOU:

• Join an award-winning "Top Employer" with meaningful and impactful career opportunities
• Access a health and wellness benefits program that supports you and your loved ones
• Grow and thrive with a dynamic, successful company through internal mobility opportunities
• Invest in your future through RRSP match benefits and an employee stock purchase program
• Experience a collaborative, diverse workforce that prioritizes dignity and respect for all

How YOU will make a difference:

• Provide assistance to customers regarding any inquiries concerning services provided by Dynacare and redirect customer accordingly only if needed
• Monitor comments posted on Social Media, escalate if necessary and/or respond as per customer contact guidelines
• Assist Health Professionals and patients to ensure requisitions are properly filled for all testing, including special projects
• Provide support to Health Professionals and patient’s communications with respect to special specifications, such as sample collection, patient’s instructions, patient’s costs, and others
• Monitor and take ownership of complaints and ensure proper resolution / follow-up
• Reply by email, phone, live chat, fax, snail mail, social media to queries from external customers, including Health Professionals and patient’s
• Contact customers to gather information on behalf of Dynacare (i.e.: questions about samples, etc.)
• Coordinate the distribution of Partner/Customer Update communication using the preferred delivery method for each partner/client
• Provide patient’s results following provincial policies
• Capture all Customer information for every contact
• Responsible for calling all Critical Results as they are resulted, checking phoning instructions for each client prior to communicating the critical to ensure specific requirements are satisfied
• Responsible for sending STAT results as soon as available
• Responsible for faxing / calling all Level 2 Abnormal as soon as available
• Responsible for Outbound contact campaigns
• Responsible to scan results into designated LIS, making sure TAT is met
• Responsible for ensuring all requests for phone calls or faxes from Physician offices are acted upon (phone / fax list)
• Ensure national distribution of our sample collection kits
• Responsible for filing and archiving
• Ensure backup billings and produce receipts
• Following SOPs to ensure the compliance to various regulatory entities
• If required, serve as main point of contact for all special project accounts and deliver special projects customer service to all clients
• Any other tasks as assigned by Manager / Team Lead
• Summary of responsibilities and percent of time spent performing each
• Complex problem solving
• Liaise with all departments at Dynacare
• Provide Medical Results
• Answer all customer inquiries
• Communicate with customers on behalf of other Dynacare (i.e.: be the company’s voice with customers and vice versa)

Internal

• Work collaboratively with Hematology, Chemistry, Cytology, Histology, Microbiology, Specimen Processing, Corporate Communications, Billing, ITSS, Logistics, Supplies, Insurance, Homecare, Regional and Corporate QA, Laboratory Operations and Genetic Counselor as well as Sale & Marketing.
• Works and acts as a link between all relevant Dynacare departments in order to answer and/or meet customer needs.

External

• Health Professionals from all Canadian Provinces, Clinics and Private Clients, Hospitals, Specialists, Patients, Government Agencies

What YOU bring to the role:

• High School Education Degree / diploma preferred (or related experience)
• Bilingual (French and English) (spoken & written)
• 3 to 5 years previous experience in a Multi-Channel Contact Centre

Technical Skills

Strong sense of urgency with the ability to multi-task and prioritize within a fast paced

• Must be able to find a customer-centric view to all issues
• Ability to organize and complete projects accurately, on time and in a team environment
• High attention to detail and an innovative thinker who can provide solutions to complex and recurring issue
• Familiarity with using a CRM to manage customer interactions an asset
• Proficiency in MS Office Suite, demonstrated proficiency with Word, Excel and Outlook at an intermediate level with a strong ability to learn and adapt to new computer systems
• Working knowledge of AS400 , Omnitech, CISCO call center platforms Operating System an asset
• Medical terminology knowledge is an asset

Social Process Skills

• Must enjoy communicating with and helping customers of all kinds
• Must have a customer-centric approach
• Ability to think critically and creatively to solve complex problems
• Ability to work with minimal supervision
• Strong written and verbal communication skills required to be able to clearly articulate issues, concerns and enquiries in both official language
• Able to work collaboratively and professionally in a fast paced, sometimes stressful environment with competing deadlines
• environment

confidentiality

• Preserve and safeguard all confidential employee and customer information during the course of employment with Dynacare
• Must have strong working knowledge of regional Privacy Regulations and the legal requirements of patient consent.
• Preserve and safeguard all confidential client information during and after the course of employment with Dynacare
• Security level, (must be Cleared at SCC level, police check and finance check) (if applicable)

Hourly rate : $19.50 - 22.50 per hour

At Dynacare we may leverage AI-powerage tools in our recruitment process . Ai will never reach out to our candidates directly.

Passionate about supporting healthy lives with commitment and care? Please apply today and let us open the door to your extended career journey.

Dynacare has been a “Top Employer” for many years and there is a reason why. We are a great place to work. At Dynacare, we’re proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care - we would like to meet you. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.

Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement, and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees.

In accordance with provincial legislation and our Accommodation Policy, a request for accommodation will be accepted as part of the Dynacare hiring processes.