Customer Care Centre Associate

Description:

Using multiple applications such as UIPath IntRlab, CARES, Outlook email, Word.
Responds to inquiries using the appropriate application and resources, escalating calls

Accountabilities:
Provide efficient and effective customer service to our clients and customers (physicians, patients, Long Term Care Facilities, hospitals and LifeLabs operations across the province)
Answer, identify, assess, and respond to online 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.
Responding to emails, refund requests and any other general enquiries such as locating requisitions