Patient Service Centre Assistant

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.

Reports to: Supervisor, Client Services

Purpose of the Role
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 LifeLabs. This role will be primarily responsible for greeting customers upon arrival to the patient service centre, ensuring the accurate and efficient collection and data entry of customer information. The PSC Assistant will receive, sort and verify specimens against the accompanying requisition, accession specimens (data entry), and prepare specimens for pickups.

Status: Temporary Part Time Regular
Schedule: Varies (20 - 37.5 hours/week)
Additional Requirements: Varying shifts and varying days with 2 days off a week
Number of positions: 1
Start Date: ASAP
Contract End Date: 1 year contract
Internal Application Deadline: May 30, 2025
This vacancy is for an existing position.

Your responsibilities will include:

• Exceptional customer experience skills to welcome the customers to LifeLabs with undivided attention and makes 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.
• Enters customer in Queue/ Patient Wait Time system.
• Reviews requisitions for accuracy, requests information as required from patients, determines if customers have followed necessary test preparation protocol prior to specimen collection and provides instructions regarding the specimen collection process.
• Enters required patient demographics, requisition information and any additional information related to the processing of test results into computer.
• Receives, sorts and processes incoming specimens from physician offices and/or patient specimen drop offs.
• Troubleshoots, problem solves and investigates incidents relating to missing specimens or other specimen concerns.
• Prepares 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 LifeLabs in a professional and positive manner.
• Inspire trust, teamwork and positive relationships with team and customers.
• Ensures a safe, comfortable, efficient and personalized experience while visiting our LifeLabs locations.
• Cleans/disinfects/wipes work area(s) as per established procedures.
• Maintains adequate stock of supplies for PSC and orders as required.
• Filing and faxing as required.
• Other duties as required.

What you bring to the role:

• 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.

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 [email protected].

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.

Ready to empower healthier Canadians? Apply today!