Customer Support (Inbound)

LifeLabs Medical Laboratory Services; Mississauga; On-site; CAD 22,000 - 30,000; Part time

Benefits offered by this job

Extended Health Care

Dental Care

Life Insurance

Vacation and Wellness Days

Retirement Savings Plan

Employee Wellness Programs

Professional development reimbursement

Job summary

LifeLabs Medical Laboratory Services is seeking a part-time Customer Support Agent based in Ontario. This role handles inbound calls and faxed results, sources information, and ensures accurate responses in line with policy.

Training initially occurs in-office, with future remote work possible; 18-month maternity leave cover with a start date of 30 November 2026 and end date 14 April 2028. Key responsibilities include communicating results to healthcare providers, handling physician requests,

Qualifications

• High School Diploma or equivalent.
• Understanding of medical terminology (asset).
• Ability to work in a fast-paced environment with changing priorities.
• Strong verbal & written communication and interpersonal skills.
• Must be comfortable with PC based technology, keyboarding and navigating through the applications required to source information.

Responsibilities

• Communicates results from testing to health care providers through the means of faxing and inbound calls.
• Conducting Requests for Action for additional testing on specimens.
• Provides customer information to referring physicians and labs.
• Escalates inquiries appropriately through systems and/or leadership.
• Responds to routine inquiries from clients or customers, ensuring follow-ups are completed.
• Receives and follows-up on requests for physician consultations.
• Maintains confidentiality involving any information made available directly or indirectly about clients including physicians, patients, employees, and the company.
• Observe all safety and security policies.
• Maintain knowledge of safety/WHMIS and TDG procedures.
• Assists in problem solving related to workflow and workstation organization and provides input, as required, at team meetings.
• Adheres to corporate health, safety, and security policies.
• Be flexible in performing responsibilities in line with customer support initiatives and business needs.
• May assist with training and orientation of new staff.

Skills

Fast-paced environment

Verbal & written communication

Interpersonal skills

PC-based technology

Typing speed 37 wpm

Problem-solving

Team player / independent work

Shift flexibility

Goal-oriented

Education

High School Diploma or equivalent

Understanding of medical terminology (asset)

Job description

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.

The Customer Support Agent – Inbound will serve as the initial customer contact for Ontario based LifeLabs customers and clients and is responsible for screening inbound calls and work to resolve customer and client inquiries (or elevate appropriately as required). This involves interacting with the appropriate applications and resources to source information required. Information provided must be accurate and in keeping with policy and procedures. Demonstrates LifeLabs Vision and Values in all activities with focus on the customer experience.

Status: Part Time Regular

Shifts: Day shifts – any days – times to be determined.

Additional notes: This is an 18 month Maternity Leave – end date April 14 2028. Eventually remote role, but training and first few months normally in office at 6560 Kennedy.

Number of positions: 1

Start Date: 30 November 2026

End Date: 14 April 2028

This vacancy is for an existing position.

Your Responsibilities Include

• Communicates results from testing to health care providers through the means of faxing and inbound calls
• Conducting Requests for Action for additional testing on specimens
• Provides customer information to referring physicians and labs
• Escalates inquiries appropriately through systems and/or leadership
• Responds to routine inquiries from clients or customers, ensuring follow-ups are completed
• Receives and follows-up on requests for physician consultations
• Maintains confidentiality involving any information made available directly or indirectly about clients including physicians, patients, employees, and the company
• Observe all safety and security policies
• Maintain knowledge of safety/WHMIS and TDG procedures
• Assists in problem solving related to workflow and workstation organization and provides input, as required, at team meetings
• Adheres to corporate health, safety, and security policies
• Be flexible in performing responsibilities in line with customer support initiatives and business needs
• May assist with training and orientation of new staff

What You Will Bring To The Role

• High School Diploma or equivalent
• Understanding of medical terminology and/or completion of a medical terminology course an asset
• Ability to work in a fast-paced environment with changing priorities
• Strong verbal & written communication and interpersonal skills.
• Must be comfortable with PC based technology, keyboarding and navigating through the applications required to source information.
• Computer skills with a minimum 37 wpm.
• Excellent problem-solving skills.
• Team player as well as the ability to work independently.
• Flexible to work in a shift environment which may include weekends
• Desire to meet and exceed pre-defined performance goals.

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 [e-mail].

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.