Customer Support Agent - (Inbound) - Part Time Regular (Float) - Mississauga, ON

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 (Float)

Shifts: Various Shifts

Number of positions: 1Start 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.