Call Center Representative II, Laboratory Medicine

Universityhealthnetwork; Toronto; On-site; CAD 26,000 - 33,000; Part time

Benefits offered by this job

HOOPP pension

Transit access

Flexible work environment

Development opportunities

Job summary

University Health Network (UHN) in Toronto is seeking a Call Centre representative for the Laboratory Medicine Program. You will be the first point of contact for diverse clients, handling inquiries, data entry, report handling, and confidentiality in a fast-paced environment.

The role supports LMP clients across UHN home hospitals and external clients, requiring excellent customer service, strong communication, and knowledge of lab terminology.

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.

Responsibilities

• Provide fast, accurate, pleasant and professional customer service to LMP staff and clients over the telephone.
• Handle inquiries for all LMP departments and perform data base searches and maintenance.
• Transmit reports via various channels (printer, fax, courier) and ensure confidentiality.
• Generate database searches for specific test results and order add-on tests in the LIS.
• Communicate with laboratories and relay critical results within 5 minutes of availability.

Skills

Customer service

Telephone techniques

Interpersonal skills

Data entry

Microsoft Office

Education

Grade XII or recognized equivalent

Post-secondary Office Administration certificate or customer service program

Tools

Microsoft Office

Job description

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 24 hours per week

Salary Range: $20.83 to $26.04 per hour

Status: Temporary Full Time

Closing Date: September 16, 2026

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

Requirements / 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 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

Why join UHN?

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/ )
• 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, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates. Please ensure you check your email regularly. At University Health Network (UHN), artificial intelligence technologies may be used to assist in the screening, assessment, and selection of candidates for this position.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to