LABORATORY EXPRESS

Position: Virtual Chat Support - Canada

Department: Customer Experience & Digital Support
Employment Type: Full-Time
Work Arrangement: 100% Remote (Canada-based)
Compensation: CAD $27.00 - $32.00 per hour

POSITION SUMMARY:

Laboratory Express is seeking a dedicated Virtual Chat Support professional to serve our Canadian patients, healthcare providers, and clinical partners through real-time online chat services. This fully remote position requires exceptional written communication skills, empathy, and the ability to deliver outstanding customer service while managing multiple chat conversations simultaneously. As a member of our Canadian support team, you'll play a vital role in ensuring accessible, efficient, and compassionate support for all our clients across Canada.

KEY RESPONSIBILITIES:

Customer Support & Service Delivery:

• Respond to customer inquiries via live chat platform with professionalism, accuracy, and empathy
• Handle 3-5 simultaneous chat conversations while maintaining personalized, high-quality service
• Provide comprehensive information about laboratory tests, services, pricing, collection requirements, and turnaround times
• Assist customers with online account creation, portal navigation, password resets, and technical issues
• Guide patients through test ordering processes, appointment scheduling, and result access procedures
• Address billing inquiries, insurance questions, payment processing, and account balance concerns
• Support both English and French-speaking customers (bilingual candidates preferred)
• Troubleshoot technical issues related to website functionality, portal access, and online services

Problem Resolution:

• Identify customer needs through active listening and provide appropriate solutions
• Resolve customer complaints and concerns efficiently while maintaining positive chat experience
• De-escalate challenging situations with professionalism and composure
• Escalate complex medical, technical, or billing issues to appropriate departments
• Follow up on unresolved issues to ensure customer satisfaction
• Document all interactions thoroughly in CRM system with detailed case notes

Compliance & Documentation:

• Maintain strict adherence to Canadian privacy laws including PIPEDA (Personal Information Protection and Electronic Documents Act)
• Protect patient confidentiality and handle Protected Health Information (PHI) according to provincial regulations
• Follow company policies, procedures, and quality standards
• Utilize approved scripts, templates, and knowledge base resources
• Keep detailed records of all customer interactions and resolutions
• Stay current on laboratory services, testing procedures, policies, and system updates

Performance & Quality:

• Meet or exceed performance metrics including response time, resolution rate, and customer satisfaction scores
• Maintain high quality scores through consistent, professional communication
• Participate in quality assurance reviews and implement feedback for continuous improvement
• Monitor chat queue and maintain service level agreements (SLAs)
• Collaborate with team members and other departments for seamless support delivery

REQUIRED QUALIFICATIONS:

Location & Legal:

• Must be a resident of Canada (eligible to work in Canada)
• Must reside in one of the following provinces: Ontario, British Columbia, Alberta, Quebec, Manitoba, Saskatchewan, Nova Scotia, or New Brunswick
• Legally authorized to work in Canada without sponsorship