Medical Supplies jobs in Ottawa, ON

• 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

• Provide assistance to customers regarding any inquiries concerning services provided by Dynacare and redirect customer accordingly only if needed
• Monitor comments posted on Social Media, escalate if necessary and/or respond as per customer contact guidelines
• Assist Health Professionals and patients to ensure requisitions are properly filled for all testing, including special 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 (i.e.: questions about samples, etc.)
• Coordinate the distribution of Partner/Customer Update communication using the preferred delivery method for 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 client prior to communicating the critical to ensure specific requirements are satisfied
• Responsible for sending STAT results as soon as available
• Responsible for faxing / calling all Level 2 Abnormal as soon as available
• Responsible for Outbound contact campaigns
• Responsible to scan results into designated LIS, making sure TAT is met
• Responsible for ensuring all requests for phone calls or faxes from Physician offices are acted upon (phone / fax list)
• Ensure national distribution of our sample collection kits
• Responsible for filing and archiving
• Ensure backup billings and produce receipts
• Following SOPs to ensure the compliance to various regulatory entities
• If required, serve as main point of contact for all special project accounts and deliver special projects customer service to all clients
• Any other tasks as assigned by Manager / Team Lead
• Summary of responsibilities and percent of time spent performing each
• Complex problem solving
• Liaise with all departments at Dynacare
• Provide Medical Results
• Answer all customer inquiries
• Communicate with customers on behalf of other Dynacare (i.e.: be the company’s voice with customers and vice versa)

• Work collaboratively with Hematology, Chemistry, Cytology, Histology, Microbiology, Specimen Processing, Corporate Communications, Billing, ITSS, Logistics, Supplies, Insurance, Homecare, Regional and Corporate QA, Laboratory Operations and Genetic Counselor as well as Sale & Marketing.
• Works and acts as a link between all relevant Dynacare departments in order to answer and/or meet customer needs.

• Health Professionals from all Canadian Provinces, Clinics and Private Clients, Hospitals, Specialists, Patients, Government Agencies

• High School Education Degree / diploma preferred (or related experience)
• Bilingual (French and English) (spoken & written)
• 3 to 5 years previous experience in a Multi-Channel Contact Centre

• Must be able to find a customer-centric view to all issues
• Ability to organize and complete projects accurately, on time and in a team environment
• High attention to detail and an innovative thinker who can provide solutions to complex and recurring issue
• Familiarity with using a CRM to manage customer interactions an asset
• Proficiency in MS Office Suite, demonstrated proficiency with Word, Excel and Outlook at an intermediate level with a strong ability to learn and adapt to new computer systems
• Working knowledge of AS400 , Omnitech, CISCO call center platforms Operating System an asset
• Medical terminology knowledge is an asset

• Must enjoy communicating with and helping customers of all kinds
• Must have a customer-centric approach
• Ability to think critically and creatively to solve complex problems
• Ability to work with minimal supervision
• Strong written and verbal communication skills required to be able to clearly articulate issues, concerns and enquiries in both official language
• Able to work collaboratively and professionally in a fast paced, sometimes stressful environment with competing deadlines
• environment

• Preserve and safeguard all confidential employee and customer information during the course of employment with Dynacare
• Must have strong working knowledge of regional Privacy Regulations and the legal requirements of patient consent.
• Preserve and safeguard all confidential client information during and after the course of employment with Dynacare
• Security level, (must be Cleared at SCC level, police check and finance check) (if applicable)

We may leverage AI-powered tools in our recruitment process. AI will never reach out to our candidates directly.