Patient Service Centre Assistant

Reports to:

Supervisor, Client Services

The Patient Service Centre Assistant will be the first point of contact for customers and will ensure a professional, positive and safe experience while visiting Life Labs. The role will primarily be responsible for greeting customers upon arrival to the patient service centre, ensuring the accurate and efficient collection and data entry of customer information, receiving, sorting and verifying specimens against the accompanying requisition, accessioning specimens and preparing specimens for pickups.

Status:
Part-Time Regular, Float Temporary

Schedule:

Variable Shift

Additional Requirements:

NA
Number of positions: 1

Start Date:

ASAP
This vacancy is for an existing position.

• Exceptional customer experience skills to welcome the customers to Life Labs with undivided attention and make them feel safe and comfortable.
• Defuse customer situations and provide resolution in a timely and effective manner.
• The ability to prioritize multiple tasks in a fast‑paced environment.
• Enter customer in Queue/Patient Wait Time system.
• Review requisitions for accuracy, request information as required from patients, determine if customers have followed necessary test preparation protocol prior to specimen collection and provide instructions regarding the specimen collection process.
• Enter required patient demographics, requisition information and any additional information related to the processing of test results into computer.
• Receive, sort and process incoming specimens from physician offices and/or patient specimen drop offs.
• Troubleshoot, problem‑solve and investigate incidents relating to missing specimens or other specimen concerns.
• Prepare specimens for pickup by couriers in accordance with packaging requirements and within the time deadlines.
• Promote SMS and demonstrate functionality to customers.
• Support confidentiality in all areas of our related work.
• Represent Life Labs in a professional and positive manner.
• Inspire trust, teamwork and positive relationships with team and customers.
• Ensure a safe, comfortable, effective and personalized experience while visiting our Life Labs locations.
• Clean/disinfect/wipe work area(s) as per established procedures.
• Maintain adequate stock of supplies for PSC and order as required.
• Filing and faxing as required.
• Other duties as required.

• 1-3 years in customer service.
• High School diploma or equivalent.
• Clear, effective communication with strong interpersonal skills.
• Excellent computer skills – Word, Outlook, 60 wpm.
• Accountability, initiative and a high level of ownership.
• Familiarity with medical terminology an asset.
• Ability to work independently and as part of a team.
• Ability to relate positively to customers.
• Ability to wear PPE for extended periods of time.
• Excels in attention to detail and meeting customer expectations.
• Thrives in dynamic work environments; embraces change when it delivers improvements and effortless experience for both the customer and employee; understands customers' expectations evolve and we must adapt to deliver.