Call Center Representative II, Laboratory Medicine

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 22 hours per week  Salary Range: $20.83 to $26.04 per hour Status: Permanent Part-Time 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 • 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? 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 you