Call Centre Representative Ii - Toronto, Canada - University Health Network

University Health Network

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Call Centre Representative II
Job Posting#: 919354

Site:
Toronto General Hospital - LuCliffe

Department:
Laboratory Medicine Program

Call Centre

Reports to:
Call Centre Manager

Hours: 37.5 hours per week - 5 shifts per week

Pay Scale:
$ $23.71 per hour including on call shifts

Status:
Permanent Full Time

Posted Date:
May 11, 2023

Closing Date:
Until Filled

The University Health Network, where "above all else the needs of patients come first", encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education.

The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education.

With a long tradition of ground breaking firsts and a purpose of "Transforming lives and communities through excellence in care, discovery and learning", the University Health Network (UHN), Canada's largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers.

UHN is a caring, creative place where amazing people are amazing the world.

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 referredout test results into the LMP LIS system
Generate database searches for specific test results and order "addon" 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 clients

Qualifications

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 everchanging environment
Strong telephone/customer service focus
Completion of a recognized postsecondary Office Administration certificate or customer service program, preferred.
Microsoft Office environment preferred
Experience working in a health care environment as asset
Vaccines (covid19 and other(s) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks.

It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

Competitive offer packages
Close access to Transit and UHN shuttle service
A flexible work environment
Opportunities for development and promotions within a large organization
Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, onsite gyms, etc.)

Current UHN employees must have successfully completed their probationary