Call Attendant- After Hours

• Join an award-winning "Top Employer" with meaningful and impactful career opportunities   
• Access a health and wellness benefits program that supports you and your loved ones   
• Grow and thrive with a dynamic, successful company through internal mobility opportunities   
• Invest in your future through RRSP match benefits and an employee stock purchase program    
• Experience a collaborative, diverse workforce that prioritizes dignity and respect for all   

Booking

• Phone (Queue) booking 
  - Handle inbound/outbound calls to coordinate after hours testing requests 
  - Notate and document all call information according to standard operating procedures 
  - Use all override permissions to ensure efficient and accurate bookings 
  - Mobile bookings preparation 
  - Building Independent/Independent Booking Inbox 
• Web Booking 
  - Action A&D web booking requests that can be actioned during the overnight shift 
  - Prepare A&D and OH web bookings where possible 
  - Handle outbound calls to coordinate testing 
  - Notate and document all call information according to standard operating procedures.  

Resulting

• Responsible for reviewing the custody and control form and the breath/saliva alcohol form to determine if there are any fatal or correctable errors that may require corrective action and responsible for data entry of the information. 
• A&D 
  - Data and Result Entry, Post Accident Reporting 
  - Reporting results for Post-Accident and Cause 
  - Sorting paperwork received in fax and group inbox 
  - Scheduling and result entry of lab-based testing 
  - Scheduling and result entry of alcohol tests 
  - Scheduling and result entry of Express tests 
  - Entering no show and cancellations 
  - Completion of corrective actions for errors identified on paperwork 
  - Handing inbound work clearance inquiry calls and releasing verbal work clearance when appropriate 
• Trouble Shooting and problem solving 
  - Troubleshoot problem bookings to ensure that any issues are resolved with minimal impact on the client. 
  - Escalate priority issues to the correct department using the chain-of-command protocol 
  - Provide guidance to the collectors located at Internal or 3rd Party Collection Sites to ensure all protocols are followed properly. 
  - Notify collection sites when error correction training is required and reports poor performing collection sites to the proper departments. 
  - Acts as a liaison with the laboratories for corrections. 

Client Account Maintenance 

• Action emails that pertain to following account changes: 
  - Adding/removing a contact (not primary) 
  - Adding/removing A&D test types (with standard fees) 
  - Adding Occ Health only when it’s an existing service on another account in the group. FFEs excluded. 
  - Adding/removing preferences 
  - Company address updates
  - Actioning undeliverable email notices / out of office emails 
  - Resetting Designated Employer Representative (DER) passwords 
  - Closing IND accounts 
• Basic account set up 
  - Completes set up of holding account in Cantrak for non-clients booking after hours 

Provide excellent Customer service and Professionalism 

• Communicate with clients, leadership and peers via both phone and email respectfully, politely and  professionally 
• Handles customer inquiries via phone/e-mail and provides customer support by answering questions from donors and/or clients regarding drug testing processes, timelines and results. 
• Responsible for maintaining the accuracy of all D&A bookings and results, ensuring that all proper  protocols are observed and followed 
• Maintain thorough knowledge of all A&D booking and resulting processes as well as in-scope 
• Occupational Health resulting processes and adapt to changes required 
• Maintain excellent communication with internal departments to ensure continuity when releasing  information externally 
• Maintain a low error rate 
• Reliable attendance and prompt arrival to scheduled shifts. 
• Other Duties as assigned by the Manager/Supervisor. 

What YOU bring to the role: 

• High School diploma
• Must be flexible to meet operational requirements as the hours and weekend work vary to accommodate clients across all time zones.
• Bilingualism is an asset.
• Must be highly motivated and self-directed, adaptable to new and changing situations, as well as priorities, and able to cope with a high-paced, stressful work environment.
• Excellent organizational, planning, and prioritizing skills.
• Computer/Data Entry knowledge
• Proficient with Cantrak
• Excellent oral and written communication skills including a good command of the English language as well as good spelling ability. 
• Strong interpersonal skills demonstrating tact and diplomacy are required when dealing with both internal staff and external clients.
• Must work effectively and professionally under minimal supervision and exercise good judgment.
• Proficiency in using computer systems and software to access relevant information and provide assistance promptly. 
• This job description represents only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties. Other duties, as assigned, may become part of the job. 

• Work from home 
• May need to be on-site for training if located in Edmonton, AB or North Bay, ON