Customer Support Agent - Inbound (BCGEU) - Casual, Surrey, BC

For over 50 years, LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.

We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratory tests come through LifeLabs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.

We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians’ lives every day.

Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada’s Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve. We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.

LifeLabs Medical Laboratory Services is seeking a Customer Support Agent to join our team in Surrey, BC. This is a great role for a hands-on, detail-oriented individual who thrives in a fast-paced, collaborative environment.

Status: Casual 

Schedule: Varies (0-37.5 hrs/week) 

Additional requirements: This is an in-office position for the first 30-90 days, after which we will assess eligibility for a hybrid work arrangement. Our department operates 24/7, 365 days a year. Applicants must be available for day, afternoon, evening, and overnight shifts, including weekends and statutory holidays.
Number of positions: 2
Start Date: ASAP
Union: This is part of the BCGEU collective agreement

This vacancy is for an existing position.

Your responsibilities will include:

• • Provides test results and test information to internal and external clients in an efficient and accurate manner. This includes calling, faxing, and answering incoming inquiries as required.
  • Receives and implements requests for additional testing on specimens.
  • Provides patient information to referring physicians and referral labs.
  • Refers questions/complaints to specialists as appropriate for follow-up
  • Responds to routine inquiries from doctors and patients, ensuring follow-up to our clients.
  • Ensures client service information is current by collating statistical information and documentation, follows-up to ensure information is received, updates information as appropriate, file searches archives for medical/legal purposes
  • Receives and follows-up requests for physician consultations
  • Maintains filing of original standing order requisitions and modifications.
  • Training and orientation of new staff
  • Monitors systems, statistics, and programs to initiate further follow-up.
  • Corrects and follows-up on returned patient reports
  • Maintains confidentiality involving any information made available directly or indirectly about clients including physicians, patients, employees, and the company.
  • Observe and execute all laboratory safety and security policies and regulations; including location and use of safety equipment, evacuation routes, disposal of contaminated material
  • Able to react to change productively and handle other essential tasks as assigned.
  • In order to meet Business Continuity requirements, manage peak volume, and shift coverage requirements (i.e., sick time, vacation etc.) both the Inbound and Outbound Agents will be cross-trained so when directed by the Team Lead and/or Supervisor, they can perform key job duties of either position to ensure the National Customer Support Center can deliver on our promise to our customers and adhere to our MOH contractual obligations of managing critical calls.

What you bring to the role:

• • High graduation and/or completion of a Medical Office Assistant training program, or equivalent training or related work experience.
  • Previous call centre experience required
  • Good understanding of medical terminology
  • Knowledge and understanding of tests and services provided by the company and good understanding of the overall flow of the laboratory.
  • Ability to operate telephone system
  • Excellent client service skills
  • Be able to work independently as well as part of a team and be flexible and adaptable.

LifeLabs’ compensation programs are commensurate based on the role, skill, effort, responsibility and working conditions, irrespective of gender, race, ethnicity, beliefs, age or any other personal characteristics. Pay programs are communicated regularly in an accessible and transparent manner.

LifeLabs is also proud to offer resources, opportunities, as well as a collaborative and supportive environment that enables our team members to thrive.

In addition to a competitive compensation package, LifeLabs provides a comprehensive total rewards program, specific to the job position. Your package may include:
 

• Employee Group Benefits: Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance.
• Retirement Savings Plan
• Vacation and Wellness Days
• Employee Wellness and Giving Programs: Our award winning mental, physical and financial wellness programs aim to address the comprehensive well-being of our team members, including resources like the Employee & Family Assistance Program, financial planning tools, and employee recognition initiatives.
• Professional development and membership reimbursement, access to preferred rates and discount programs, including WorkPerks, Home and Auto Insurance, Costco Membership, etc., and optional health-related benefits.

In accordance with LifeLabs’ Accessibility Policy, and the applicable Accessibility Acts within the provinces we operate in, 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 careers@lifelabs.com.

Vaccinations are highly encouraged at LifeLabs’. Vaccinations and/or immunization screening may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be vaccinated or undergo immunization screening.

Ready to empower healthier Canadians? Apply today!