Job Description

###

Your Opportunity:

This position reports to the Clinical Lab Support Services Supervisor and/or Manager and plays a key role in supporting Lab Information Centre/Client Response operations. This position is located in Edmonton, Manulife building. The successful candidate will be responsible for managing a high volume of incoming calls, taking appropriate action, and providing general information and support to patients and health care providers (HCPs). This includes guidance on test preparation, location details, and Patient Service Centre (PSC) hours of operation. Key Responsibilities: Respond to incoming calls and redirect them to appropriate laboratory departments, supervisors, or medical staff as needed. Notify patients and/or HCPs to arrange for recollections. Manage requests for add-on testing from HCPs, ambulatory clinics, and acute care sites. Send laboratory results to HCPs as directed. Escalate issues or concerns to the LIC MLT II or the Client Interface Team (CIT) for resolution. Monitor and follow up on failed faxes via RightFax audit. Assist in training and orienting new staff or students. Support the preparation, review, and updating of Standard Operating Procedures (SOPs). Uphold professional and ethical standards by protecting privacy and maintaining the confidentiality and security of all patient, staff, and APL business information.

###

Description:

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


Classification: Administrative Support III Union: HSAA OFFICE CLERICAL Unit and Program: Client Response Laboratory Information Centre Primary Location: Manulife Place Location Details: As Per Location Multi-Site: Not Applicable FTE: 0.60 Posting End Date: 22-JUL-2025 Employee Class: Regular Part Time Date Available: 08-SEP-2025 Hours per Shift: 7.75 Length of Shift in weeks: 2 Shifts per cycle: 6 Shift Pattern: Days, Weekends Days Off: As Per Rotation Minimum Salary: $23.53 Maximum Salary: $28.60 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-center environment. Knowledge of medical terminology. Knowledge of the Epic/Beaker Clinical 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.