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Customer Care Centre Associate - Result Communication and Patient Recall - Full-time

August 8 2021
Industries Pharmaceutical, Biotechnology , Healthcare, social assistance
Categories Customer service, Customer service, Customer Service, Call Centres, Marketing, Communication, Public relation, Marketing, Communications, Public Relations
Mississauga, ON

Improve lives. Love your job. Grow your career.

The Customer Care Associate serves as the initial customer contact for telephone calls to LifeLabs. The Associate screens the call to understand the nature of the inquiry and satisfactorily resolve the request. This involves interacting with the appropriate applications and resources to source information required. Information provided must be accurate and in keeping with policy and procedures, while ensuring that LifeLabs’ Core Values are demonstrated in all activities.

This role is Full Time, based in our location in Mississauga, Ontario. Shifts are from Monday to Friday, 8:00 a.m. to 4:00 p.m. and every 3rd or 4th week Saturday day or evening/ p.m. or Sunday day or evening rotation.

Results Communication
This position serves as the initial customer contact for telephone calls to our Healthcare Providers. This position will primarily handle outbound calls and includes handling inbound calls as required. The Associate screens the call/Call Report, to understand the nature of call priority and conveys the result to the client or customer in keeping with our policies and guidelines. This involves interacting with the appropriate applications and resources to source information required. Documents steps taken to convey results in accordance with expectations and SOP guidelines. Information provided must be accurate and in keeping with policy and procedures.

Patient Recall requirement
This position includes Patient Recall duties. Patients whose test could not be fulfilled are contacted to return for recollection in keeping with SOP requirements.


  • Provide efficient and effective customer service to our clients and customers (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.
  • Answer, identify, assess and respond to Inbound call inquiries and/or make Outbound calls as part of the Call Reporting process to LifeLabs clients
  • Respond to customer inquiries promptly and accurately with a high level of professionalism
  • Route relevant information to other departments and locations as appropriate via Action Request or e-Track systems
  • Develop and maintain knowledge of LifeLabs Lab Operations
  • Handle job duties in their appropriate priority with accuracy and efficiency
  • Ensure information obtained or provided whether verbally or in writing is accurate and in keeping with policy and procedures
  • Keep up to date with information shared through different modes of communication (email memo’s, policies, Standard Operating Procedures and meetings)
  • Communicate effectively over the telephone with sensitivity and tact, respond to adverse situations (e.g. irate customers, high call volumes), and make sound judgment calls
  • Maintain confidentiality involving any information made available directly or indirectly about clients including physicians, patients, employees and the company
  • Work in a manner that protects one’s own health & safety as well as the safety of co-workers and others, and that is consistent with the law and with safe work practices and procedures established by LifeLabs


  • Post-secondary education preferred
  • Good verbal and written communication skills, courteous telephone manner
  • Ability to work in a structured, fast-paced environment with changing priorities
  • Must be comfortable with PC based technology, keyboarding and navigating through the applications required to source information
  • Excellent problem solving skills
  • Medical terminology an asset
  • 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

Apply now!

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, please contact your recruiter or email network