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University Health Network

Call Center Representative II, Laboratory Medicine

College Street, Toronto, ON, Canada

Pay: Salary Range: $20.83 to $26.04 per hour
Job type: Part-time
Positions available: 1
Posting language: English
Posted: Sep 28, 2026

Apply About employer

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Original job description

Company Description

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.

www.uhn.ca

Job Description

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: up to 22 hours per week
Salary Range: $20.83 to $26.04 per hour
Status: Permanent Part-Time

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

Qualifications

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

Additional Information

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 https://hoopp.com/)
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.

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More about this job

Responsibilities

Provide prompt, accurate, professional telephone support to Laboratory Medicine Program clients and staff, responding to inquiries and maintaining databases. Handle and distribute laboratory reports, enter referred-out test results, order add-on tests, communicate critical values promptly, and maintain confidentiality.

Requirements

Requires Grade XII or equivalent and two years of related customer service experience; laboratory terminology and procedures are an asset. Candidates should have strong telephone, interpersonal, verbal and written communication skills, computer and database experience, sound judgment, and the ability to manage client issues under pressure; a post-secondary office administration or customer service credential is preferred.

Skills

Customer Service
Telephone Communication
Laboratory Reporting Systems
Database Searches and Maintenance
Data Entry
Report Handling
Confidentiality
Critical Value Communication
Problem Solving
Interpersonal Communication
Written Communication
Organization
Time Management
Microsoft Office
Medical Terminology
Working Under Pressure

Benefits

Healthcare of Ontario Pension Plan
Transit Access
UHN Shuttle Service
Flexible Work Environment
Development and Promotion Opportunities
Corporate Discounts
On-Site Gyms

Visa sponsorship

Not detected in the job text

Keywords

Laboratory Medicine
Call Centre
Customer Service
Laboratory Terminology
Laboratory Procedures
Laboratory Reporting System
Laboratory Information System
Database Searches
Database Maintenance
Data Entry
Report Handling
Report Distribution
Referred-Out Test Results
Add-On Tests
Critical Value Results
Specimen Requirements
Telephone Techniques
Microsoft Office
Word Processing
Spreadsheet Software
Confidentiality
Quality Management
Client Support
Healthcare Environment

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