Customer Care Representative

Responsibilities

• Provide assistance to customers regarding inquiries concerning services and redirect them only if needed.
• Monitor social media comments, escalation, and respond according to customer contact guidelines.
• Assist health professionals and patients to ensure requisitions are properly completed for all testing, including special projects.
• Provide support for communications with health professionals and patients regarding sample collection, instructions, costs, and other specifications.
• Monitor and take ownership of complaints, ensuring proper resolution and follow‑up.
• Reply via email, phone, live chat, fax, mail, or social media to queries from external customers, including health professionals and patients.
• Contact customers to gather information on behalf of Dynacare (e.g., questions about samples).
• Coordinate the distribution of partner/customer update communication using the preferred delivery method for each partner/client.
• Provide patient results in compliance with provincial policies.
• Capture all customer information for every contact.
• Call all critical results as they are produced, verifying phoning instructions for each client prior to communication.
• Send STAT results as soon as available.
• Fax or call all Level 2 Abnormal results as soon as available.
• Conduct outbound contact campaigns.
• Scan results into designated LIS, ensuring turnaround time is met.
• Act on all requests for phone calls or faxes from physician offices (phone/fax list).
• Ensure national distribution of sample collection kits.
• File and archive records.
• Generate backup billing and produce receipts.
• Follow SOPs to ensure compliance with regulatory entities.
• Serve as main point of contact for all special project accounts and deliver special project customer service to all clients.
• Perform any other tasks assigned by the manager or team lead.
• Summarize responsibilities and the percentage of time spent on each.
• Engage in complex problem solving.
• Liaise with all Dynacare departments.
• Provide medical results.
• Answer all customer inquiries.
• Communicate on behalf of Dynacare, acting as the company’s voice with customers and vice versa.

• High school diploma or equivalent (preferred) or related experience.
• Bilingual in French and English (spoken & written).
• 3 to 5 years of experience in a multi‑channel contact centre.

• Strong sense of urgency with the ability to multi‑task and prioritize in a fast‑paced environment.
• Customer‑centric perspective for all issues.
• Ability to organize and complete projects accurately and on time, both individually and in a team.
• High attention to detail and innovative thinking to solve complex recurring issues.
• Familiarity with a CRM for customer interaction management is an asset.
• Proficiency in MS Office Suite, especially Word, Excel, and Outlook at an intermediate level.
• Working knowledge of AS400, Omnitech, CISCO call‑center platforms, and operating systems is an asset.
• Knowledge of medical terminology is an asset.

• Enjoy communicating with and helping customers of all kinds.
• Maintain a customer‑centric approach.
• Think critically and creatively to solve complex problems.
• Work independently with minimal supervision.
• Strong written and verbal communication skills in both official languages.
• Collaborate effectively in a fast‑paced, sometimes stressful environment with competing deadlines.

• Preserve and safeguard confidential employee and customer information during employment.
• Have a strong working knowledge of regional privacy regulations and patient consent requirements.
• Maintain confidentiality of client information during and after employment.
• Security clearance at SCC level and completion of police and finance checks (if applicable).

• Hourly rate: $19.50 - $22.50 per hour.

Dynacare is proud to be an equal‑opportunity employer committed to the attraction, selection, advancement, and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees. In accordance with provincial legislation and our Accommodation Policy, a request for accommodation will be accepted as part of the Dynacare hiring processes.