Customer Care Representative

Dynacare; Ottawa; Hybrid; CAD 38,000 - 48,000; Full time

Job summary

Dynacare in Ottawa is hiring a Bilingual Customer Care Representative to support patients and health professionals with inquiries and requisitions. The role requires handling results, communications, and documentation across multiple channels and compliant processes.

The position is a contract, full-time, hybrid in Ottawa, with standard daytime hours from Monday to Friday. You will interact with health professionals and customers, ensuring accurate information and timely responses to inquiries.

Qualifications

• Proficiency in English and French required.
• Excellent communication and problem-solving skills.
• Experience in customer service preferred.

Responsibilities

• Provide assistance to customers regarding Dynacare services.
• Monitor social media comments and respond per guidelines.
• Assist Health Professionals and patients to ensure requisitions are properly filled.
• Provide support to health professionals and patients on special specifications.
• Monitor and resolve complaints with follow-up.
• Respond to queries by email, phone, live chat, fax, mail, or social media.
• Coordinate distribution of partner/customer updates using preferred delivery methods.
• Provide patient results following provincial policies.
• Capture all customer information for every contact.
• Call all critical results and ensure compliance with phoning instructions.
• Send STAT results as soon as available.
• Fax/call Level 2 Abnormal results when needed.
• Support outbound campaigns and scan results into LIS.
• Process requests from physician offices for calls or faxes.
• Ensure distribution of collection kits nationally.
• File and archive records and manage receipts.

Skills

Bilingual EN/FR

Customer service

Communication

Multitasking

Tools

LIS system

Job description

Where YOU work, makes a difference.

Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and

Description

Position at Dynacare

Bilingual Customer Care Representative

Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and thrive.

Are YOU our next Customer Care Representative?

• Provide assistance to customers regarding any inquiries concerning services provided by Dynacare and redirect customer accordingly only if needed
• Monitor comments posted on Social Media, escape if necessary and/or respond as per customer contact guidelines
• Assist Health Professionals and patients to ensure requisitions are properly filled for all testing, including special projects
• Provide support to Health Professionals and patient’s communications with respect to special specifications, such as sample collection, patient’s instructions, patient’s costs, and others
• Monitor and take ownership of complaints and ensure proper resolution / follow-up
• Reply by email, phone, live chat, fax, snail mail, social media to queries from external customers, including Health Professionals and patient’s
• Contact customers to gather information on behalf of Dynacare (i.e.: questions about samples, etc.)
• Coordinate the distribution of Partner/Customer Update communication using the preferred delivery method for each partner/client
• Provide patient’s results following provincial policies
• Capture all Customer information for every contact
• Responsible for calling all Critical Results as they are resulted, checking phoning instructions for each client prior to communicating the critical to ensure specific requirements are satisfied
• Responsible for sending STAT results as soon as available
• Responsible for faxing / calling all Level 2 Abnormal as soon as available
• Responsible for Outbound contact campaigns
• Responsible to scan results into designated LIS, making sure TAT is met
• Responsible for ensuring all requests for phone calls or faxes from Physician offices are acted upon (phone / fax list)
• Ensure national distribution of our sample collection kits
• Responsible for filing and archiving
• Ensure backup billings and produce receipts
• Following SOPs to ensure the compliance to various regulatory entities
• If required, serve as main point of contact for all special project accounts and deliver special projects customer service to all clients
• Any other tasks as assigned by Manager / Team Lead
• Summary of responsibilities and percent of time spent performing each
• Complex problem solving
• Liaise with all departments at Dynacare
• Provide Medical Results
• Answer all customer inquiries
• Communicate with customers on behalf of other Dynacare (i.e.: be the company’s voice with customers and vice versa)

Status: Contract , Full-time

Hours of Work: Monday to Friday 8 AM to 4 PM.

Vacancy Type: Existing

Location: Ottawa

Workstyle: hybrid

Why Dynacare Is An Amazing Place For YOU

• Join an award-winning "Top Employer" with meaningful and impactful career opportunities
• Access a health and wellness benefits program that supports you and your loved ones
• Grow and thrive with a dynamic, successful company through internal mobility opportunities
• Invest in your future through RRSP match benefits and an employee stock purchase program
• Experience a collaborative, diverse workforce that prioritizes dignity and respect for all

How YOU Will Make a Difference

• Provide assistance to customers regarding any inquiries concerning services