Call Attendant (Remote) - Jobs in Edmonton, AB

Job Description

Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It?s an environment where you can grow your career in any direction you choose. We?re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and thrive.Are you our next Call Attendant ? Nightshift?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.Status: Permanent Full-TimeVacancy Type: ReplacementNumber of Openings: 1Hours: 37.5 hours per week; Monday - Friday: between 7 pm - 8:30 am EDT, hours will vary between Saturday 6 pm until Monday 8:30 am EDTDiscipline: Customer CareWorkstyle: Remote (may need to be on-site for training if needed - not mandatory)Location: Ontario, Alberta, Manitoba, British Columbia or Nova ScotiaInternal Posting Deadline: Wednesday, July 1, 2026Why Dynacare is an amazing place for YOU:Join an award-winning "Top Employer" with meaningful and impactful career opportunitiesAccess a health and wellness benefits program that supports you and your loved onesGrow and thrive with a dynamic, successful company through internal mobility opportunitiesInvest in your future through RRSP match benefits and an employee stock purchase programExperience a collaborative, diverse workforce that prioritizes dignity and respect for allHow YOU will make a difference:BookingPhone (Queue) bookingHandle inbound/outbound calls to coordinate after hours testing requestsNotate and document all call information according to standard operating proceduresUse all override permissions to ensure efficient and accurate bookingsMobile bookings preparationBuilding Independent/Independent Booking InboxWeb BookingAction A&D web booking requests that can be actioned during the overnight shiftPrepare A&D and OH web bookings where possibleHandle outbound calls to coordinate testingNotate and document all call information according to standard operating procedures.ResultingResponsible 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&DData and Result Entry, Post Accident ReportingReporting results for Post-Accident and CauseSorting paperwork received in fax and group inboxScheduling and result entry of lab-based testingScheduling and result entry of alcohol testsScheduling and result entry of Express testsEntering no show and cancellationsCompletion of corrective actions for errors identified on paperworkHanding inbound work clearance inquiry calls and releasing verbal work clearance when appropriateTrouble Shooting and problem solvingTroubleshoot 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 protocolProvide 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 MaintenanceAction 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 preferencesCompany address updatesActioning undeliverable email notices / out of office emailsResetting Designated Employer Representative (DER) passwordsClosing IND accountsBasic account set upCompletes set up of holding account in Cantrak for non-clients booking after hoursProvide excellent Customer service and ProfessionalismCommunicate with clients, leadership and peers via both phone and email respectfully, politely and professionallyHandles 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 followedMaintain thorough knowledge of all A&D booking and resulting processes as well as in-scopeOccupational Health resulting processes and adapt to changes requiredMaintain excellent communication with internal departments to ensure continuity when releasing information externallyMaintain a low error rateReliable attendance and prompt arrival to scheduled shifts.Other Duties as assigned by the Manager/Supervisor.What YOU bring to the role:High School diplomaMust 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 knowledgeProficient with CantrakExcellent 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.Working Conditions:Work from homeMay need to be on-site for training if located in Edmonton, AB or North Bay, ONPassionate about supporting healthy lives with commitment and care? Please apply today and let us open the door to your extended career journey.Dynacare has been a ?Top Employer? for many years and there is a reason why. We are a great place to work. At Dynacare, we?re proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care ? we would like to meet you. We hope you will join us in our journey to become Canada?s health and wellness solutions leader.Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement, and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees.In accordance with provincial legislation and our Accommodation Policy, a request for accommodation will be accepted as part of the Dynacare hiring process.