Customer Care Representative reqID

Position: Customer Care Representative - #2026-11779 (reqID)

Description

Position at Dynacare Job Posting:
Customer Care Representative
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 .

Are YOU our next Customer Care Representative?

As a Customer Care Representative
,you are on the frontline and the face of Dynacare when it comes to resolving customer issues and helping us enhance the customer experience. You will be accountable for customer communication, troubleshooting, resolving all inquiries via telephone, e-mail, fax, social media on behalf of Dynacare. Your daily activities will include, but not be limited to, managing the call-log database, reporting metrics, supporting any technical inquiries for clients including internal client, coordinating with various internal departments to ensure customer needs are met (.:

test turnaround times, etc), tracking all interactions and providing customers with results via hard and soft copies, e-mail, fax. All activities must be accomplished while ensuring safe work practices by adhering to Health and Safety as well as any other regulatory body in effect.
Status:Permanent, Full-Time (Guaranteed 37.5 hours a week)
Shift and

Hours:

Monday - Friday: between 7 am - 12:00 am;
Saturday: 7:00 am - 9:00 pm;
Sunday and Statutory holidays: 9:00 am - 5:00 pm Department: Customer Service Vacancy: Exisiting
Work Style: Hybrid
Location: 115 Midair Court, Brampton, Ontario
Internal Posting
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 provided by Dynacare and redirectcustomer accordingly only if needed

Monitor comments posted on Social Media, escalate if necessary and/or respond as per customer contactguidelines

Assist Health Professionals and patients to ensure requisitions are properly filled for all testing, includingspecial 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 (.: questions about samples,

Coordinate the distribution of Partner/Customer Update communication using the preferred delivery methodfor 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 clientprior to communicating the critical to ensure specific requirements are satisfied

Accountable for sending STAT results andfaxing/calling all Level 2 Abnormal as soon as available

Responsible for Outbound contact campaigns,scan results into designated LIS, and making sure TAT is met

Responsible for ensuring all requests for phone calls or faxes from Physician offices are acted upon (phone / faxlist)

Ensure national distribution of our sample collection kits

Responsible for filing, archiving, backup billings and produce receipts

Following SOPs to ensure the compliance to various…