Call Center Representative II, Laboratory Medicine

University Health Network; Toronto; On-site; CAD 60,000 - 80,000; Part time

Job summary

A leading health organization in Toronto is seeking a Call Centre representative for a permanent part-time position. In this role, you will provide exemplary client support for the Laboratory Medicine Program. The ideal candidate should have strong interpersonal skills, experience in customer service, and the ability to work under pressure. This role offers a flexible work environment with competitive benefits.

Benefits

Competitive offer packages

Access to Transit and UHN shuttle service

Flexible work environment

Opportunities for development and promotions

Multiple corporate discounts

Qualifications

• Two years related customer service experience.
• Must effectively communicate over the telephone; pleasant manner required.
• Experience working in a health care environment preferred.

Responsibilities

• Provide exemplary client support to LMP clients via phone.
• Adhere to policies related to report handling and distribution.
• Communicate critical value results within 5 minutes.

Skills

Excellent interpersonal and customer service skills

Ability to troubleshoot and resolve issues

Knowledge of laboratory terminology

Strong telephone customer service focus

Education

Completion of Grade XII or recognized equivalent

Completion of a recognized post-secondary Office Administration certificate

Tools

Microsoft Office

Database and spreadsheet software

Job description

Overview

Position: Call Centre representative, Permanent Part Time

Site: Toronto General Hospital - 67 College Street

Department: Laboratory Medicine Program Call Centre

Work Model: On-Site

Union: Non Union

Number of Positions: 2

Hours: Minimum 15 hours per week

Shifts: All Shifts and On-Call

Reports to: Senior Manager Preanalytic Services

Closing Date: July 25 2025

Status: Permanent Part Time

Summary: Call Centre representatives are the first point of contact for hundreds of Laboratory Medicine Program (LMP) clients daily. This experience with the call centre establishes the clients impression of and confidence in LMP.

Responsibilities

• 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
• Provide fast, accurate, pleasant and professional customer service to LMP staff and clients over the telephone
• Understand and use all aspects of the laboratory reporting system including sending reports to remote printers, faxing and via courier
• Maintain strict confidentiality according to UHN guidelines
• Adhere to policies and procedures related to report handling and be 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
• Communicate 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

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 empathetic 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 customers unique needs
• Ability to be consistent and display a positive / helpful attitude
• Ability to work under pressure and use good judgement
• 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 an asset

Additional Information

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
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP); 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.

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 discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest; however only those selected for further consideration will be contacted.

Remote Work

Employment Type: Part-time

Key Skills

Data Entry, Deputy, Drafting, Hibernate, Administration Support, Activex

Experience

years

Vacancy

1