Customer Support Agent, Inbound

LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.
Consistently named one of Canada's Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada. The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust.  Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of empowering a healthier you.
Make a difference – join the LifeLabs team today!
LifeLabs Medical Laboratory Services is seeking a Customer Support Agent (Inbound) to join our team in Surrey, British Columbia.
Our Customer Support Agent is responsible for providing test results and information to internal and external clients in an efficient and accurate manner. Maintains support services to handle patient requisitions. In addition, the Client Service Specialist provides input to the Team Supervisor concerning team issues and opportunities for improvement. This is a great role for a hands-on, detail-oriented individual who thrives in a fast-paced, collaborative environment.
This is a Casual position with flexible shifts.
Your responsibilities will include:
-Provides test results and test information to internal and external clients in an efficient and accurate manner. This includes calling, faxing, and answering incoming inquiries as required.
-Receives and implements requests for additional testing on specimens.
-Provides patient information to referring physicians and referral labs.
-Refers questions/complaints to specialists as appropriate for follow-up.
-Responds to routine inquiries from doctors and patients, ensuring follow-up to our clients.
-Ensures client service information is current by collating statistical information and documentation, follows-up to ensure information is received, updates information as appropriate, file searches archives for medical/legal purposes.
-Receives and follows-up requests for physician consultations
 
Are You a Good Fit?
LifeLabs is seeking a Client Information Specialist who can work collaboratively in a fast-paced team environment, while adhering to LifeLabs’ standards of safety, accuracy and efficiency.
Do you have:
-High school graduation and/or completion of a Medical Lab Assistant training program, or equivalent training or related work experience.
-Good understanding of medical terminology.
-Knowledge and understanding of tests and services provided by the company and good understanding of the overall flow of the laboratory.
-Ability to operate telephone system.
-Excellent client service skills.
-Be able to work independently as well as part of a team and be flexible and adaptable.
-Ability to be flexible and take a positive attitude towards change.
-Minimum 40 wpm and basic computer knowledge.
-Ability to cope in stressful situations.
-Good organizational and time management skills.
-Excellent communication, interpersonal and public relation skills.
 
Does this sound like the job for you? We’d love to discuss your qualifications. Apply online today!
Hiring Range: $24.13 to $28.33 
The hiring range has been established, however, the final salary recommendation will be determined based off the level of experience, education requirement, external market conditions and internal equity.  
  
Retirement Savings Plan: 
The LifeLabs plans provide members with an easy way to save for retirement. By participating in the plan, you receive contributions made to your account on your behalf from LifeLabs. 
  
Vacation Entitlement: 
In this position, you will be entitled to vacation pay, which will be applied to each pay. 
Employee Giving program:  
Designed to support any employee who donates, fundraises, or volunteers for a Canadian Registered Charity or Non-Profit Organization.  
  
As a caring and customer driven organization, LifeLabs is committed to providing inclusive, barrier free services and workplaces. We will accommodate the accessibility needs of individuals with disabilities during the recruitment process. Should you require accommodation, please advise the Recruiter who contacts you and we will work with you to meet your needs. 
  
In addition, LifeLabs offers professional development and membership reimbursement, access to preferred rates and discount programs - WorkPerks, Home and Auto Insurance, Costco Membership, etc. - and Optional Health-related Benefits.  
Make a difference - join the LifeLabs team today!  
At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected. 
In accordance with LifeLabs’ Accessibility Policy, the Accessibility for Ontarians with Disabilities Act, and the Ontario Human Rights Code, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, your recruiter or email careerslifelabs.  
Vaccinations are highly encouraged at LifeLabs’. Vaccinations may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be fully vaccinated with the current Government approved COVID-19 vaccinations. 
We are committed to the ongoing development of our diversity, equity, and inclusion (DEI) program and have taken steps to strengthen our commitment to our team members and customers, to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves. 
  
At LifeLabs, we know that we are Stronger Together and that we will benefit from the unique perspectives and experiences that each team member offers. 
Make a difference - join the LifeLabs team today!