Problems Associate, CCO FIT

• Pay Type Hourly
• Min Hiring Rate $25.16
• Max Hiring Rate $29.64

For over 50 years, LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.

We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratorytests come through LifeLabs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.

We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians’ lives every day.

Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada’s Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve. We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.

LifeLabs Medical Laboratory Services is seeking, Problems Associate, CCO FIT to join our team located in Toronto, ON (75 Intl Blvd).

This is a temporary full-time role, for 1 year, working afternoon shifts.

Selected candidate will be required to work in between two locations when required or on frequent basis. Personal transportation is required.

Your responsibilities include:

• The CCO FIT Operations consultant is responsible for following up with all complex initial orders to determine eligibility for the program, follow up with the PCP to educate them on the program, reject all orders not eligible following follow up.
• Investigate orders in other LifeLabs source systems or tools such as Intrlab, GUI, Canada Post Look Up Tool, Streetsweeper Look Up Tool, Google Maps, Excel Reports from Programmers and any other back end system as required.
• Liaison with PCP (Primary Care Practitioner) offices to coach and educate them on the FIT program and review trends of orders being sent in to improve compliance.
• Investigate address issues from multiple sources including return to sender mail, PCP calls, participant calls via CEM.
• Track progress and compliance using excel spreadsheets providing advise to supervisor and manager to be given back to partners at Ontario Health.
• Review of orders in the Problem Queue send and complete the order with any missed, incomplete, incorrect or missing information.
• Investigate other systems for information or attempt follow up with the PCP.
• Document attempts, outcomes and trends.
• Follow all Program SOP's end to end and be a subject matter expert and trainer for new hires.
• Interact with Kennedy Testing Lab as required to investigate and solution issues with returned samples.
• Contact for Ontario Health and Telehealth as required to provide answers to questions or follow up concerns on behalf of Lifelabs.
• Review and perform action associated to return to sender mail which may result in replacement kits for the participant, NCE initiation and follow up.
• Monitor and liaison for Client File Maintenance for PCP address issues sent to Problem Queue from order input or entry.
• Document via excel outstanding CFM orders and update as information is received from CCC.
• Providing efficient and effective customer service to our clients and customer.
• Answers, identifies, assesses and responds to Inbound call inquiries and/or makes Outbound calls as part of the Call Reporting process to LifeLabs clients.
• Participate in training and development to maintain performance expectations.
• Handle job duties in their appropriate priority with accuracy and efficiency.
• Adherence to departmental and LifeLabs' policies, practices and procedures.
• Monitor SLA Call Activity Reports to ensure call escalation and documentation is in keeping with SLA and Standard Report expectations.
• Participate in the delivery of training to new Problem Agents, entry and kitting clerks.
• Use critical thinking and detailed problem solving options to determine the ideal path for scenarios which present due to system issues or limitation within the Systems used.
• Batch Release, Print and Mailing Statement of Mailing and SOM creation including LFT scanning.
• Following the Kit sealing, ensures Personalized Mailing requirements are met and paperwork is in order for successful delivery.
• LFT scanning releasing the batch and courier preparedness.
• Expert on Daily maintenance of Data Max Printers, Sealer, Computer Equipment, CPU, Screen and keyboard, DA80 address printer on site for other users in supervisor absence if required.
• Understanding of Program SLA and Standard Reports and how to support daily delivery of these working collaboratively with the Supervisors and Managers as required.
• Step in if required to review and run Daily Huddle and onsite OMP Board Review in absence of supervisor.
• Communicate and escalate issues to Supervisor or Manager as required.

What you will bring to the role:

• High school Diploma.
• Excel and Windows Experience as well as experience working in other departments.
• Excellent verbal and written communication skills.
• Impact on training and leading teams an asset
• Strong Problem Solving Skills with the ability to troubleshoot and resolve issues in a timely matter.
• Ability to work alone with minimal supervision but also ability to work well within a team environment.
• Excellent Verbal and Written communication skills.
• Ability to work under pressure.
• Afternoon availability may be required (must be able to work flexible hours). MLA Lab experience preferred.

LifeLabs’ compensation programs are commensurate based on the role, skill, effort, responsibility and working conditions, irrespective of gender, race, ethnicity, beliefs, age or any other personal characteristics. Pay programs are communicated regularly in an accessible and transparent manner.

LifeLabs is also proud to offer resources, opportunities, as well as a collaborative and supportive environment that enables our team members to thrive.

In addition to a competitive compensation package, LifeLabs provides a comprehensive total rewards program, specific to the job position. Your package may include:

• Employee Group Benefits: Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance.
• Retirement Savings Plan
• Vacation and Wellness Days
• Employee Wellness and Giving Programs: Our award winning mental, physical and financial wellness programs aim to address the comprehensive well-being of our team members, including resources like the Employee & Family Assistance Program, financial planning tools, and employee recognition initiatives.
• Professional development and membership reimbursement, access to preferred rates and discount programs, including WorkPerks, Home and Auto Insurance, Costco Membership, etc., and optional health-related benefits.

In accordance with LifeLabs’ Accessibility Policy, and the applicable Accessibility Acts within the provinces we operate in, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email careers@lifelabs.com.

Vaccinations are highly encouraged at LifeLabs’. Vaccinations and/or immunization screening may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be vaccinated or undergo immunization screening.

Ready to empower healthier Canadians? Apply today!

• Toronto, ON, Canada