Call Center Representative II, Laboratory Medicine

Union: CUPE Clerical bargaining unit Number of vacancies: 1 New or Replacement: Replacement Site: Toronto General Hospital - 67 College Street Department: Laboratory Medicine Program, Call Centre Reports to: Senior Manager, Pre/Post-analytical Services Hours: 37.5 hours per week Salary Range: $20.83 to $26.04 per hour Shifts: 24/7, all shifts, On-Call Status: Permanent Full Time Closing Date: September 16, 2026 This position is a newly-unionized CUPE Clerical (TGH) position, and the Collective Agreement has not yet been negotiated or ratified. Once finalized, the terms and conditions of your employment could change, in accordance with the collective agreement. Position Summary Call Centre representatives are the first point of contact for hundreds of Laboratory Medicine Program (LMP) clients on a daily basis. This experience with the call centre establishes the client’s impression of and confidence in LMP. Duties As an integral member of the LMP Call Centre team, representatives provide exemplary client support including inquiries for all LMP departments, data base searches and maintenance, report handling for the various LMP clients including: UHN home hospitals and all external clients and quality management Must provide fast, accurate, pleasant and professional customer service to LMP staff and clients over the telephone Understands and uses all aspects of the laboratory reporting system, including sending reports to remote printers, faxing and via courier Maintains strict confidentiality according to UHN guidelines Adheres to policies and procedures related to report handling and is responsible for the distribution of reports as well as the transcription of referred-out test results into the LMP LIS system Generate database searches for specific test results and order “add-on” tests in the LIS Responsible for communicating to the various laboratories when necessary and in turn telephoning critical value results within 5 minutes of availability Ability to search and maintain the LMP Internet Web site database menu to provide specimen requirements to client Completion of Grade XII or recognized equivalent Two (2) years related customer service experience Knowledge of laboratory terminology and procedures an asset Training in data entry, telephone techniques preferred Computer/work processing, database and spreadsheet software experience Excellent interpersonal and customer service skills Must be able to communicate effectively over the telephone; pleasant telephone manner and attitude Excellent verbal and written communication skills with the ability to be emphatic and tactful Ability to troubleshoot and resolve clinic/client/customer problems in a diplomatic manner Excellent organizational and time management skills Knowledge of applicable Hospital and departmental policies, procedures, guidelines, protocols and practices Ability to anticipate and tune – in to customer’s unique needs Ability to be consistent and display a positive/helpful attitude Ability to work under pressure and use good judgment Flexibility required to keep pace with an ever-changing environment Strong telephone/customer service focus Completion of a recognized post-secondary Office Administration certificate or customer service program, preferred. Microsoft Office environment preferred Medical subject knowledge preferred Experience working in a health care environment as asset Why join UHN? In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN. Competitive offer packages Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP ) Close access to Transit and UHN shuttle service A flexible work environment Opportunities for development and promotions within a large organization Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.) Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration. All applications must be submitted before the posting close date. UHN uses email to communicate with selected candidates. Please ensure you check your email regularly. At University Health Network (UHN), artificial intelligence technologies may be used to assist in the screening, assessment, and selection of candidates for this position. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application. UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known. We thank all applicants for their interest, however, only those selected for further consideration will be contacted. UHN is Canada’s #1 hospital and the world’s #1 publicly funded hospital. With 10 sites and more than 44,000 TeamUHN members, UHN consists of Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, The Michener Institute of Education and West Park Healthcare Centre. As Canada's top research hospital, the scope of biomedical research and complexity of cases at UHN have made it a national and international source for discovery, education and patient care. UHN has the largest hospital-based research program in Canada, with major research in neurosciences, cardiology, transplantation, oncology, surgical innovation, infectious diseases, genomic medicine and rehabilitation medicine. UHN is a research hospital affiliated with the University of Toronto. UHN’s vision is to build A Healthier World and it’s only because of the talented and dedicated people who work here that we are continually bringing that vision closer to reality.