JOB TITLE: Lab Requisition & Retention Coordinator
DEPARTMENT: Streams Team — Clinical Operations
REPORTS TO: Operations Manager
LOCATION: True Balance - Sherwood Park, AB
HOURS OF WORK: Tuesday to Friday: 11:00 AM - 7:00 PM AND Saturday: 10:00 AM - 4:00 PM
COMPENSATION: Starting at $22.00 per hour
Position Summary
We are seeking a highly organized, detail-oriented, and patient-focused Lab Requisition & Retention Coordinator to join our healthcare team. This role manages the complete laboratory process—from requisition creation and delivery through bloodwork completion, patient follow-up, appointment readiness, and annual recalls. Acting as the primary link between patients, laboratory services, booking teams, and clinical staff, the coordinator ensures patients complete testing and continue progressing through their treatment journey. The ideal candidate is proactive, highly organized, and passionate about creating an exceptional patient experience through timely communication, follow-up, and support.
Position Purpose
- Ensure patients receive requisitions quickly and complete lab testing on time.
- Advance patients from requisition to booked appointments and ongoing care plans.
- Combine requisition management, retention, readiness, follow-up coordination, and annual recalls into one streamlined workflow.
Key Responsibilities
Blood Requisition Management
- Process all requisition requests on the same business day.
- Review requests from New Patient Team, Hormone Specialists, Providers, Patient Care, and other departments.
- Verify patient lab preferences and contact details; confirm lab name, fax, address, and phone.
- Generate requisitions in CHR and send to the preferred lab.
- Offer alternative delivery options: CHR, in‑clinic pickup, mail, Zenoti upload.
- Confirm delivery with patients.
Patient Communication and Support
- Communicate bloodwork requirements and timelines.
- Confirm when requisitions are sent; answer lab-related questions; re‑send as needed.
- Educate on appointment timing and completion expectations.
- Maintain professional, timely communication via HyperConnect, CHR, phone, and text.
Retention and Follow‑Up Management
- Day 14: Contact patients awaiting completion; confirm status; re‑send if needed; coordinate with Booking when ready; document and task.
- Day 28: Secondary outreach; identify barriers; assist with re‑sends or lab selection; gather planned collection dates; continue tracking.
- Day 42: Escalate unresponsive patients to Offboarding; ensure all contact attempts are documented and transferred per procedure.
Appointment Readiness and Conversion
- Monitor progression from requisition to completed bloodwork.
- Check Zenoti for bookings before initiating follow‑ups.
- Coordinate with Streams Team when patients are ready to book.
- Support conversion from lab completion to consultation; assist with annual recalls and re‑engagement.
- Identify patients needing additional follow‑up to reach readiness.
Inbox Management
- Monitor lab and retention inboxes throughout the day.
- Process urgent same‑day requests; respond within service standards.
- Coordinate internally on patient status and completion.
- Keep inboxes organized and current.
Annual Recalls and Re‑Engagement
- Manage annual bloodwork recalls and renewal reminders.
- Contact due patients; coordinate requisition generation.
- Support re‑engagement campaigns for inactive patients.
- Contribute to long‑term retention and continuity of care.
Special Situations
- Patient declines direct lab fax: offer CHR, in‑clinic pickup, mail, or Zenoti access.
- Lost requisition: re‑send immediately; confirm with patient and lab; reset follow‑up timeline.
- Failed fax: verify lab info; call lab if needed; update records; re‑send and confirm receipt.
Qualifications
Required
- MOA certification or equivalent healthcare administrative experience.
- Strong customer service and communication skills.
- Exceptional organization and attention to detail.
- Strong computer proficiency.
- Ability to manage multiple priorities.
- Experience in a healthcare/clinic environment.
- Commitment to confidentiality and privacy standards.
Preferred
- TELUS CHR experience.
- Background in lab requisitions and patient follow‑up.
- Familiarity with Zenoti, HyperConnect, and EMR systems.
- Experience in patient retention, scheduling, or care coordination.
Skills and Competencies
- Patient communication and service
- Organization and follow‑through
- Task and inbox management
- Documentation accuracy in EMR
- Problem‑solving and escalation judgment
- Time management and prioritization
- Collaboration across clinical and scheduling teams
- Adaptability and accountability
What We’re Looking For
A proactive, detail‑oriented coordinator who thrives on organization, communication, and follow‑through. You enjoy guiding patients through the process, ensuring nothing falls through the cracks, and supporting clinic growth through excellent retention and service. Success is driven by speed, accuracy, accountability, patient engagement, and conversion to care.
What We Offer
- Full-time opportunities available.
- Comprehensive training in BHRT, TRT, and medical wellness protocols.
- Direct mentorship from experienced Nurse Practitioners and Physicians.
- Opportunity to work in one of the fastest-growing specialties in healthcare.
- Supportive, collaborative, and growth-focused team environment.
- Long-term career development opportunities within a rapidly expanding company.
- Employee wellness and treatment benefits.
- Opportunities for growth and advancement within the organization.
Benefits
- Dental Care
- Extended Health Care
- Life Insurance
- Staff Perks
If you are passionate about health, wellness, hormone optimization, and helping patients achieve lasting results, we would love to hear from you. Join a team that is transforming lives through personalized, evidence-based hormone and wellness care.
Pay: From $22.00 per hour
Application question(s):
- Do you currently hold (or are you in the process of obtaining) MOA certification or other equivalent healthcare administrative experience?
- Are you available to work Tuesday to Friday (11:00 AM - 7:00 PM) and Saturday (10:00 AM - 4:00 PM) as required for this position?
Work Location: In person
