Job Description

Your Opportunity:

Reports to the Client Response Supervisor and/or Manager, this position provides support to Client Response by responding to incoming calls, taking required action and booking patient appointments. This position is responsible to manage a large volumes of calls. Answers and responds to requests for Patient Appointment Line (PAL) services. Provides general information to patients (E.g. test preparation, location, hours of operation etc.). Redirects calls for Community Services as required. Schedules appointments based a complex set of criteria such as length of testing, time of day, type of test ordered. Provides information/support to patients on web based appointment booking. Notifies patients and/or Health Care Providers to make arrangements for recollections. Manages requests for add-on testing from Health Care Providers. Sends laboratory results to Health Care Providers as directed. May be responsible for handling incoming APL Customer Feedback. Directs concerns or complaints to appropriate division and enters information into a database. Escalates problems or concerns to appropriate team lead for resolution. Assists with training and/ or orientation of new staff or students. Assists in the preparation, review and updating of SOPs. Accepts the professional and ethical responsibility to protect privacy, use confidential information appropriately and maintain the confidentiality / security of all information related to patients, staff and APL business. This position is currently identified to transfer to DynaLIFE in December of 2022. However, as other vacancies come up within this area, this position may no longer be identified to transfer. For further details, please speak to the hiring manager. The successful applicant will receive further information about the position’s transfer to DynaLIFE.

Description:

As an Administrative Support II, you will require administrative or specialized skills and knowledge to support procedures, practices and initiatives within a department or program.

• Classification: Administrative Support II
• Union: HSAA OFFICE CLERICAL
• Unit and Program: Client Services
• Primary Location: Avenida PSC
• Location Details: As Per Location
• Multi-Site: Not Applicable
• FTE: 1.00
• Posting End Date: 24-AUG-2022
• Employee Class: Regular Full Time
• Date Available: 12-SEP-2022
• Hours per Shift: 7.75
• Length of Shift in weeks: 2
• Shifts per cycle: 10
• Shift Pattern: Days, Evenings, Weekends
• Days Off: Other
• Minimum Salary: $20.42
• Maximum Salary: $24.82
• Vehicle Requirement: Not Applicable

Required Qualifications: Completion of Grade 12 or equivalent. Additional Required Qualifications: Six months customer service experience. Data entry proficiency. Basic knowledge of MS Office Suite. Preferred Qualifications: Related post-secondary education (E.g. Medical Office Assistant, Unit Clerk). Experience in a call-centre environment. Knowledge of medical terminology. Knowledge of the Laboratory Information System. Ability to handle a large amount of work efficiently and effectively, given exposure to continual interruptions. Courses or certificates in personal leadership, customer service and/or process excellence.

Please note:

All postings close at 23:59 MT of the posting end date indicated.

Security Screening:

A satisfactory criminal record check and/or Vulnerable Sector Search is required prior to your first day of work. Additionally, all employees have an ongoing duty to disclose any charges or convictions that may occur during their employment with APL.