Call Attendant

CannAmm • Edmonton, AB

3d • Remote

About The Position

This position is a team member of the CannAmm Booking Team and will be responsible for end-to-end booking and resulting processes as well any administration work that can be prepared/completed throughout the evening and overnight shift. The After Hours Attendant will interact with front-line staff of other functional groups within CannAmm including the Booking, Resulting, Client Care teams, and Collection Site Services. The position is that of a front-line-facing CannAmm employee who will be interacting consistently with company representatives, donors, and collectors.

Requirements

• High School diploma
• Must be flexible to meet operational requirements as the hours and weekend work vary to accommodate clients across all time zones.
• 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.

Nice To Haves

• Bilingualism is an asset.

Responsibilities

• 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
• 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.
• 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.
• 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
• 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.
• 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
• Completes set up of holding account in Cantrak for non-clients booking after hours
• 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.

Benefits

• Access a health and wellness benefits program that supports you and your loved ones
• Invest in your future through RRSP match benefits and an employee stock purchase program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED