University Health Network

University Health Network

Call Center Representative II, Laboratory Medicine

Toronto, ON, Canada · Mid · Part-time

Sponsorship not specified$21k-$26kDetected 5 days ago
Customer SupportResearchCommunicationTime ManagementMicrosoft Office

About the role

  • Call Centre representatives are the first point of contact for hundreds of Laboratory Medicine Program (LMP) clients on a daily basis.
  • Must provide fast, accurate, pleasant and professional customer service to LMP staff and clients over the telephone
  • Understands and uses all aspects of the laboratory reporting system, including sending reports to remote printers, faxing and via courier

Responsibilities

  • As an integral member of the LMP Call Centre team, representatives provide exemplary client support including inquiries for all LMP departments, data base searches and maintenance, report handling for the various LMP clients including: UHN home hospitals and all external clients and quality management
  • Maintains strict confidentiality according to UHN guidelines
  • Ability to search and maintain the LMP Internet Web site database menu to provide specimen requirements to client
  • As an integral member of the LMP Call Centre team, representatives provide exemplary client support including inquiries for all LMP departments, data base searches and maintenance, report handling for the various

Requirements

  • This experience with the call centre establishes the client's impression of and confidence in LMP.
  • Knowledge of laboratory terminology and procedures an asset
  • Must be able to communicate effectively over the telephone
  • Excellent verbal and written communication skills with the ability to be emphatic and tactful
  • Ability to troubleshoot and resolve clinic/client/customer problems in a diplomatic manner
  • Knowledge of applicable Hospital and departmental policies, procedures, guidelines, protocols and practices
  • Ability to anticipate and tune - in to customer's unique needs
  • Ability to be consistent and display a positive/helpful attitude
  • Ability to work under pressure and use good judgment
  • Flexibility required to keep pace with an ever-changing environment

Nice to have

  • Training in data entry, telephone techniques preferred
  • Completion of a recognized post-secondary Office Administration certificate or customer service program, preferred.
  • Microsoft Office environment preferred

Skills

  • Generate database searches for specific test results and order "add-on" tests in the LIS
  • Computer/work processing, database and spreadsheet software experience
  • Excellent interpersonal and customer service skills
  • Excellent organizational and time management skills

Compensation

  • $20.83 to $26.04 per hour

Benefits

  • As Canada's top research hospital, the scope of biomedical research and complexity of cases at UHN have made it a national and international source for discovery, education and patient care.
  • UHN's vision is to build A Healthier World and it's only because of the talented and dedicated people who work here that we are continually bringing that vision closer to reality.
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This listing is sourced directly from University Health Network's careers page and normalized into a canonical job model.