Call Center Representative II, Laboratory Medicine

Union: CUPE Clerical bargaining unit
Number of vacancies: 1
New or Replacement: Replacement
Site: Toronto General Hospital - 67 College Street
Department: Laboratory Medicine Program, Call Centre
Reports to: Senior Manager, Pre/Post-analytical Services
Hours: up to 22 hours per week
Salary Range: $20.83 to $26.04 per hour
Status: Permanent Part-Time
This position is a newly-unionized CUPE Clerical (TGH) position, and the Collective Agreement has not yet been negotiated or ratified. Once finalized, the terms and conditions of your employment could change, in accordance with the collective agreement.
Position Summary
Call Centre representatives are the first point of contact for hundreds of Laboratory Medicine Program (LMP) clients on a daily basis. This experience with the call centre establishes the client’s impression of and confidence in LMP.
Duties
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
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
Maintains strict confidentiality according to UHN guidelines
Adheres to policies and procedures related to report handling and is responsible for the distribution of reports as well as the transcription of referred-out test results into the LMP LIS system
Generate database searches for specific test results and order “add-on” tests in the LIS
Responsible for communicating to the various laboratories when necessary and in turn telephoning critical value results within 5 minutes of availability
Ability to search and maintain the LMP Internet Web site database menu to provide specimen requirements to client
Completion of Grade XII or recognized equivalent
Two (2) years related customer service experience
Knowledge of laboratory terminology and procedures an asset
Training in data entry, telephone techniques preferred
Computer/work processing, database and spreadsheet software experience
Excellent interpersonal and customer service skills
Must be able to communicate effectively over the telephone; pleasant telephone manner and attitude
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
Excellent organizational and time management skills
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
Strong telephone/customer service focus
Completion of a recognized post-secondary Office Administration certificate or customer service program, preferred.
Microsoft Office environment preferred
Medical subject knowledge preferred
Experience working in a health care environment as asset

Employment type
Part-time

Work arrangement
No