{"id":1768820,"url":"https://alion.io/job/dynacare-customer-care-representative-2","title":"Customer Care Representative","company":{"id":1050802,"name":"Dynacare","domain":"dynacare.ca","url":"https://alion.io/company/dynacare","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobvite","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ottawa, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":62000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":30},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"X (Twitter)","optional":false}],"status":"live","first_seen_at":"2026-10-03T14:45:14Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-11T19:11:33Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Description\nPosition at Dynacare\nBilingual Customer Care Representative\nWhere YOU work, makes a difference.\nLife 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.\nAre YOU our next Customer Care Representative?\nThe 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.\nStatus: Contract , Full-time\nHours of Work: Monday to Friday 8 AM to 4 PM.\nVacancy Type: Existing \nLocation: Ottawa\nWorkstyle: hybrid\nWhy Dynacare is an amazing place for YOU:\nJoin an award-winning \"Top Employer\" with meaningful and impactful career opportunities\nAccess a health and wellness benefits program that supports you and your loved ones\nGrow and thrive with a dynamic, successful company through internal mobility opportunities\nInvest in your future through RRSP match benefits and an employee stock purchase program\nExperience a collaborative, diverse workforce that prioritizes dignity and respect for all\nHow YOU will make a difference:\nProvide assistance to customers regarding any inquiries concerning services provided by Dynacare and redirect customer accordingly only if needed \nMonitor comments posted on Social Media, escalate if necessary and/or respond as per customer contact guidelines \nAssist Health Professionals and patients to ensure requisitions are properly filled for all testing, including special projects \nProvide 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 \nMonitor and take ownership of complaints and ensure proper resolution / follow-up \nReply by email, phone, live chat, fax, snail mail, social media to queries from external customers, including Health Professionals and patient’s \nContact customers to gather information on behalf of Dynacare (i.e.: questions about samples, etc.) \nCoordinate the distribution of Partner/Customer Update communication using the preferred delivery method for each partner/client \nProvide patient’s results following provincial policies \nCapture all Customer information for every contact \nResponsible 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 \nResponsible for sending STAT results as soon as available \nResponsible for faxing / calling all Level 2 Abnormal as soon as available \nResponsible for Outbound contact campaigns \nResponsible to scan results into designated LIS, making sure TAT is met \nResponsible for ensuring all requests for phone calls or faxes from Physician offices are acted upon (phone / fax list) \nEnsure national distribution of our sample collection kits \nResponsible for filing and archiving \nEnsure backup billings and produce receipts \nFollowing SOPs to ensure the compliance to various regulatory entities \nIf required, serve as main point of contact for all special project accounts and deliver special projects customer service to all clients \nAny other tasks as assigned by Manager / Team Lead \nSummary of responsibilities and percent of time spent performing each \nComplex problem solving \nLiaise with all departments at Dynacare \nProvide Medical Results \nAnswer all customer inquiries \nCommunicate with customers on behalf of other Dynacare (i.e.: be the company’s voice with customers and vice versa) \nInternal\nWork 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. \nWorks and acts as a link between all relevant Dynacare departments in order to answer and/or meet customer needs. \nExternal\nHealth Professionals from all Canadian Provinces, Clinics and Private Clients, Hospitals, Specialists, Patients, Government Agencies\nWhat YOU bring to the role:\nHigh School Education Degree / diploma preferred (or related experience) \nBilingual (French and English) (spoken & written) \n3 to 5 years previous experience in a Multi-Channel Contact Centre \nTechnical Skills\nStrong sense of urgency with the ability to multi-task and prioritize within a fast paced\nMust be able to find a customer-centric view to all issues \nAbility to organize and complete projects accurately, on time and in a team environment \nHigh attention to detail and an innovative thinker who can provide solutions to complex and recurring issue \nFamiliarity with using a CRM to manage customer interactions an asset \nProficiency 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 \nWorking knowledge of AS400 , Omnitech, CISCO call center platforms Operating System an asset \nMedical terminology knowledge is an asset \nSocial Process Skills\nMust enjoy communicating with and helping customers of all kinds \nMust have a customer-centric approach \nAbility to think critically and creatively to solve complex problems \nAbility to work with minimal supervision \nStrong written and verbal communication skills required to be able to clearly articulate issues, concerns and enquiries in both official language \nAble to work collaboratively and professionally in a fast paced, sometimes stressful environment with competing deadlines \nenvironment \nconfidentiality\nPreserve and safeguard all confidential employee and customer information during the course of employment with Dynacare \nMust have strong working knowledge of regional Privacy Regulations and the legal requirements of patient consent. \nPreserve and safeguard all confidential client information during and after the course of employment with Dynacare \nSecurity level, (must be Cleared at SCC level, police check and finance check) (if applicable)\nHourly rate : $19.50 - 22.50 per hour\nAt Dynacare we may leverage AI-powerage tools in our recruitment process . Ai will never reach out to our candidates directly.\nPassionate about supporting healthy lives with commitment and care? Please apply today and let us open the door to your extended career journey.\n\nDynacare 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.\nDynacare 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.\nIn accordance with provincial legislation and our Accommodation Policy, a request for accommodation will be accepted as part of the Dynacare hiring processes.","description_format":"text","description_chars":8133,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Health Care","Senior Living & Assisted Living","Medical Laboratories"],"lifecycle":[{"event":"open","at":"2026-10-03T14:45:14Z"}],"visa":[],"liveness":{"score":61,"band":"ok","label":"Likely open","p_open":1,"p_active":0.779,"p_room":0.788,"age_days":6,"expected_fill_days":9,"reasons":["conf:1","wave","win:late"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/dynacare-customer-care-representative-2","json_url":"https://alion.io/job/dynacare-customer-care-representative-2.json","meta":{"generated_at":"2026-10-11T21:01:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9566,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1050802},"rest":"https://alion.io/mcp/rest/get_company?id=1050802"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdynacare-customer-care-representative-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdynacare-customer-care-representative-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdynacare-customer-care-representative-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dynacare-customer-care-representative-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdynacare-customer-care-representative-2"}]}