Call Centre Rep II, Lab Med - UHN, Toronto

AI Summary

This permanent part-time Call Centre Representative II position at University Health Network (UHN) in Toronto supports the Laboratory Medicine Program (LMP). Representatives are the primary point of contact for LMP clients, providing essential customer service over the telephone. Key duties include handling inquiries, managing reports, and maintaining database information, requiring strong communication and the ability to work in a fast-paced laboratory environment.

About the Opportunity at UHN

As a Call Centre Representative II within the Laboratory Medicine Program (LMP) at University Health Network (UHN) in Toronto, you will serve as the initial point of contact for hundreds of LMP clients daily. Your professional and accurate customer service over the telephone will significantly shape clients' impressions and confidence in the entire LMP. This role is crucial for ensuring smooth operations and maintaining high standards of client support across all LMP departments, including UHN home hospitals and external clients. The position involves working 24 hours per week, with shifts covering a 24/7 schedule, including on-call duties, reflecting the dynamic nature of a leading healthcare laboratory.

Key Responsibilities and Skills

Integral to the LMP Call Centre team, representatives provide exemplary client support, addressing inquiries for all laboratory departments. This includes performing database searches and maintenance, handling reports for various LMP clients, and contributing to quality management. You will be responsible for providing fast, accurate, pleasant, and professional customer service to both LMP staff and external clients over the telephone. A core part of the role involves understanding and utilizing all aspects of the laboratory reporting system, including sending reports to remote printers, faxing, and arranging courier services. The ability to maintain strict confidentiality according to UHN guidelines is paramount. Furthermore, you will adhere to policies and procedures related to report handling, distribute reports, and transcribe referred-out test results into the LMP LIS system. Generating database searches for specific test results and ordering "add-on" tests in the LIS are also key duties. This role requires communicating with various laboratories when necessary and telephoning critical value results within five minutes of their availability. Your ability to search and maintain the LMP Internet Web site database menu to provide specimen requirements to clients is also essential for this program.

Qualifications and Benefits at UHN

Candidates for this Call Centre Representative II position should have completed Grade XII or a recognized equivalent, along with two years of related customer service experience. Knowledge of laboratory terminology and procedures is an asset, as is training in data entry and telephone techniques. Proficiency with computer, word processing, database, and spreadsheet software is required. Excellent interpersonal and customer service skills are crucial, as is the ability to communicate effectively over the telephone with a pleasant telephone manner and attitude. The role demands excellent verbal and written communication skills, coupled with the ability to be empathetic and tactful, and the ability to troubleshoot and resolve client problems diplomatically. Strong organizational and time management skills are also vital. Preferred qualifications include completion of a recognized post-secondary Office Administration certificate or a customer service program, Microsoft Office environment experience, and medical subject knowledge. Experience working in a health care environment is also an asset. Joining UHN offers competitive packages, access to the Healthcare of Ontario Pension Plan (HOOPP), transit accessibility, a flexible work environment, and opportunities for development within a large organization.