Distribution Analyst - Burnaby, Canada - LifeLabs

LifeLabs

Verified Company

Burnaby, Canada

5 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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

Purpose of the Role:

Reporting to the Manager, Business Systems, the Distribution Analyst is responsible for ensuring results are being received, routed and delivered correctly.

This involves monitoring, reconciling and spot checking the critical Excelleris end-to-end distribution platform. This role is often the first to uncover distribution errors and/or emergencies.

The Distribution Analyst works with all client sending lab facilities, providers, clinics and all Excelleris departments when troubleshooting advanced user and technical issues as it relates to results distribution and exceptions.

The role handles configuration changes and updates to backend systems in response to high volume client distribution needs.

The role works closely with the entire Client Services team, Call Centre, and other cross functional departments by triaging incidents to ensure all user inquiries are handled promptly in a courteous and professional manner.

**_
This is a Temporary Full Time remote role for 6months based in Ontario or British Columbia._**
Core Accountabilities

Monitors and reconciles results distribution at a detailed level often trouble shooting complex exceptions requiring immediate analyses and time sensitive escalations if deemed necessary.
Provides top notch distribution services and takes the lead on requests and escalations from internal support teams for all distribution issues.
Provides support services to and coordination between all client sending facilities.
Provides services to create and maintain report distribution details and exception management in coordination with Client Services Analysts, Business Analysts, and Excelleris Development and Database Administrators.
Provides full reconciliation services including spot checks to ensure all reports reach the expected recipients and errors are resolved in a timely manner.
Performs location and provider research to determine distribution preferences and to confirm changes.
Resolves error delivery scenarios and ensures the accurate and timely delivery of reports where issues occur.
When necessary, provides manual results retransmission services and other interventions to mitigate issues with reports delivery.
Documents customer interactions via case tracking system to triage the incident and escalate to thirdlevel support or relevant team where required.
Maintains accurate, detailed spreadsheets and/or records for reconciliation and account management activities.
Provides an escalation path for the Print Room Operations for paper routing issues.
Works with crossfunctional teams to ensure all distribution incidents are resolved in timely manner.
Works with crossfunctional teams to ensure all new distribution content, and other external or internal change management is effectively implemented and supported.
Works with client partners and sending facilities to create, improve, or adjust processes as part of change management.
Develops new and/or troubleshoots existing processes as needed to resolve issues and to make recommendations for improvement.
Provides validation, spot quality checks, and parallel testing to prove effectiveness of new or changed reconciliation tools.
Contributes to projects by assisting in investigations and Go Live/Post Live reporting, distribution, and reconciliation.
Creates and maintains standard operating procedures, reference materials, and training materials for the department.

Minimum Qualifications and Skills

Post-Secondary Diploma or certificate, preferably in Healthrelated field, or equivalent combination of education and experience
2 years in customer service plus 2 years of proven track record working for an IT, Health industry
Strong communication skills
Collaboration with other teams

LI SW1 #INDEED

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.

LifeLabs is committed to providing a safe environment for our employees, cu