Customer Support Agent

For over 50 years, LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.

We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratory tests come through LifeLabs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.

We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians’ lives every day.

This position serves as the initial customer contact for Ontario based LifeLabs customers and clients. The Customer Support Agent will screen inbound calls and work to resolve customer and client inquiries (or escalate appropriately). This involves use system 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 a focus on the customer experience.

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

Compensation and Benefits:

• Employee Group Benefits: Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance.
• Retirement Savings Plan
• Vacation and Wellness Days
• Employee Wellness and Giving Programs: Our award-winning mental, physical and financial wellness programs aim to address the comprehensive well-being of our team members.
• Professional development and membership reimbursement, access to preferred rates and discount programs, including WorkPerks, Home and Auto Insurance, and optional health-related benefits.

In accordance with LifeLabs’ Accessibility Policy, and the applicable Accessibility Acts within the provinces we operate in, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process.

Vaccinations are highly encouraged at LifeLabs. Vaccinations and/or immunization screening may be mandatory for selected employees if regulated by provincial or regional governments.

Ready to empower healthier Canadians? Apply today!