Customer Care Centre Specialist Job

Job Overview

Location
Mississauga, Ontario
Job Type
Full Time
Salary / Compensation
Details Not Provided
Date Posted
2 months ago

Additional Details

Experience
Some Exp. Required (2 - 5 Years)

Job Description

This position is within the Result Communication functional team of the CCC Support Department. Duties include handling 1st level escalations and priority requests and audits, training and coaching. Participates in team huddles and functional report out and in creating department schedules. Duties also include regular Result Communication and Patient Recall duties. Result Communication involves communicating result assigned a call priority to our clients including those reports that require client notification as per the SOP coupled with client requirements. Patent Recall involves contacting the customer or HCP to notify them to return so that the tests ordered can be completed according to the SOP. Knowledge of the SOP and understanding of clients special instructions is necessary. Excellent communication and agility to handle priorities as is required is required. 

 

Accountabilities:

  • Providing efficient and effective customer service to our clients and customer. Our clients and customers include physicians, patients, Long Term Care Facilities, hospitals and LifeLabs operations across the province.
  • Using multiple applications such as IntRlab, CARES, eWave, Word.
  • Responds to inquiries using the appropriate application and resources; escalating calls to designated resources where required.
  • Answers, identifies, assesses and responds to Inbound call inquiries and/or makes Outbound calls as part of the Call Reporting process to LifeLabs clients
  • Routing of relevant information to other departments and locations as appropriate via Action Request or e-Track systems
  • Knowledge of LifeLabs Lab Operations
  • Participate in training and development to maintain performance expectations
  • Handle job duties in their appropriate priority with accuracy and efficiency
  • Information obtained or provided whether verbally or in writing must be accurate and in keeping with policy and procedures
  • Adherence to departmental and LifeLabs’ policies, practices and procedures
  • Provide hands on coaching for the Associates in call handling, use of computer applications and CCC Standard Operating Procedures (SOP’s)
  • Perform call monitoring and score calls in accordance with the CCC Call Excellence Guidelines
  • Review Action Request to ensure appropriate use and clarity of documentation
  • Monitor Call Activity Reports to ensure call escalation and documentation is in keeping with Result Reporting procedures
  • Participate in the delivery of training to new Associates
  • Keep up to date with information shared through different modes of communication (email memo’s, policies, (SOP’s) Standard Operating Procedures and meetings)

Qualifications:

  • Demonstrated track record of excellent attendance and punctuality
  • Strong customer service orientation
  • Responding to customer inquiries promptly and accurately with a high level of professionalism
  • Commitment to delivering and continuously improving excellence in customer service
  • Positive and professional attitude under pressure
  • Ability to respond to adverse situations e.g. irate customers, high call volumes with sensitivity and tact
  • Ability to make sound judgment calls
  • Assist with first level escalated calls
  • Flexible to work designated days, evenings and weekends
  • Ability to work in a fast-paced environment with changing priorities
  • Must be comfortable with PC based technology, keyboarding and navigating through the applications required to source information
  • Medical terminology an asset
  • Desire to meet and exceed pre-defined performance goals

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