Description

Dynacare is currently searching for a Bilingual Customer Care Representative to join our Dynacare Plus Contact Centre team.

Shift Details:

Hours: 37.5 hours per week

Monday to Friday: 9:00AM - 5:00PM

(Flexibility may be required)

Scheduled hours subject to change based on business needs. This role is currently remote until further notice.

Responsibilities:

• Accurately completing required data entry for orders placed via fax, telephone or email
• To receive and process calls and written correspondence in a professional, polite and courteous manner, using a variety of databases
• To ensure effective, courteous and customer-centric communication with all internal and external clients
• Responsible for outbound telephone contacts including reporting of all Stat, critical and abnormal results to clients
• Respond to customer inquiries and ensure prompt and effective resolution of requests
• Faxing, Data Entry and other duties as requested
• Liaise with all departments to assist in effective resolution of inquiries
• Solve and document incoming problems and complaints
• Perform data entry functions in order to update master files, correct requisition errors and update patient demographics
• Monitor and address social media inquiries and complaints

Must have:

• Completion of secondary-school level education
• Call Centre experience an asset
• Working knowledge of Microsoft Office (Excel and Word) required
• Demonstrated ability to communicate effectively, professionally and politely
• Demonstrated ability to resolve customer concerns in a non-threatening, friendly manner
• Demonstrated high level of interpersonal skills required to succeed in a collaborative working environment
• Demonstrated ability to work in a fast-pace, sometimes stressful environment
• Demonstrated ability to self-manage and prioritize in a results driven, time sensitive function
• Solid ability to utilize dispute or conflict resolution techniques to achieve desired outcomes
• Ability to perform under pressure with competing priorities.
• Strong interpersonal skills and the ability to work in a team-oriented environment
• Demonstrated Customer Centric approach and puts the customer first on all decisions
• Proven problem-solving skills

Nice to have:

• Working knowledge of AS400 Operating System an asset
• Knowledge of Omnitech an asset
• Knowledge of CISCO Call Center platforms an asset
• Working knowledge of medical terminology an asset
• Social media management experience an asset

Dynacare is committed to doing our part to protect our team, our clients, and our communities against the spread of COVID-19.  Please note that it is a requirement for this role that the individual be fully vaccinated* unless an exemption under the applicable provincial human rights legislation applies.  Proof of full vaccination will be required to be submitted to our third-party services provider for verification purposes.

*“Fully vaccinated” is defined as two doses of a Health Canada approved COVID-19 vaccine, plus 14 days after the second dose.

DNA of an Ideal Dynacare Employee

I make a difference in people's lives. I am a caring, collaborative team-player who is  passionate about quality and continuous improvement. 

• Caring - I demonstrate strong empathy and genuine concern for my colleagues, patients and customers.
• Collaborative Team Player - I know I play a key role in helping the Dynacare team achieve success. I am comfortable in a changing environment, and I can easily manage multiple priorities.
• Passion for Quality and Continuous Improvement - I am always looking to learn and solve problems. I am detailed oriented, adaptable and find ways to make things better.