Job Description

The Patient/Client Relations Specialist mitigates organizational risk by managing external customer relationships including customer feedback, addressing and responding to concerns and building trust and confidence in the services provided by DynaLIFE. The Patient/Client Relaitons Specialist will provide leadership to promote a corporate culture of customer service and privacy awareness.

Major Functions and Responsibilities

• Champion the development of a customer service and privacy culture throughout the organization to maintain a positive environment for our customers.
• Provide leadership for the implementation and delivery of innovative approaches to customer service training and education, including but not limited to training sessions, small group meetings and site visits.
• Design, develop, implement and maintain instructor lead and eLearning customer service training modules.
• Develop and strengthen influential leadership skills to promote a culture of customer service and privacy throughout the Patient Service Centers.
• Work collaboratively with all areas of Community Services as a subject matter expert on customer service
• Advocate for external customers who require assistance in resolving issues of concern or problems related to their DynaLIFE experience.
• Apply critical thinking and judgment to assess each customer interaction to determine the level of response required and if further escalation is required to the Executive Team.
• Acknowledge and respond to external customers by the next business day to recognize the value of their input and enhance our reputation as an organization that cares about our customers.
• Provide direct feedback to customers regarding the status and steps taken to address customer service complaints and concerns.
• Lead the organization-wide Client Relations and customer feedback program. Identify trends and recurring issues that negatively impact customer service and privacy of information within the organization and provide recommendations on resolution to reduce organizational risk.
• Respond to inquiries from customers who contact the organization with requests for information related to services or customer service concerns.
• Handle sensitive customer information and apply privacy principles for appropriate collection, use and disclosure in accordance with applicable privacy legislation.

Required Skills

• Exceptional customer relations skills and knowledge of customer relations concepts.
• Above average critical thinking, problem solving, judgment and decision-making skills.
• Excellent interpersonal communication skills (verbal, written, and listening).
• Ability to interact calmly, confidently, effectively and reassuringly with challenging customers.
• Highly effective conflict resolution skills.
• High disposition toward collaboration and strong ability to build relationships.
• Ability to effectively train adult learners.
• Intermediate computer skills.

Required Experience

Experience

• Minimum 5 years progressively responsible experience providing customer service in a health care related field.
• Knowledge of laboratory systems and processes is an asset.
• Knowledge of privacy legislations including the Health Information Act, Personal Information Protection Act, Personal Information Protection and Electronic Documents Act and Freedom of Information and Protection of Privacy Act.

Minimum Qualifications

• High School Diploma or equivalent is required.
• Post secondary diploma or degree in a related field preferred.
• Customer service training or certificate preferred.

Other Information:

• The current shift indicated is subject to change due to operational requirements.
• Please note that this is a temporary position, ending on or before November 11, 2023
• As workload demands and operational requirements shift, the location, dates and/or hours of work may be changed. The current shift indicated is subject to change due to operational requirements
• DynaLIFE is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment life cycle. We ask that all job applicants please identify any accommodation requirements by sending an email to accessibility@dynalife.ca to ensure their ability to fully participate in the recruitment process.
• All persons newly hired to DynaLIFE must show their confirmation of SIN letter/SIN card and government issued photo ID to Human Resources prior to commencing work.
• All persons hired to DynaLIFE must be authorized to work in Canada for any employer.
• Individuals hired into all positions must provide verification of their highest level of education.
• A security clearance will be required for employees newly hired to DynaLIFE.
• A security clearance with vulnerable sector completed may be required for employees newly hired to DynaLIFE
• Please note that only shortlisted applicants will be contacted. Thank you for your application.

This position is located at 3655 - 36 Street, Calgary, AB. .

DynaLIFE