JOB TITLE: New Patient Intake Coordinator
EMPLOYMENT STATUS: Part- Time and Full-Time Opportunities Available
LOCATION: True Balance - Sherwood Park, AB
HOURS OF WORK: Must be available for Evenings (11 AM - 7 PM) AND Weekends (Saturdays 10 AM - 4 PM)
The New Patient Intake Coordinator is the first point of contact for prospective patients and sets the tone for the True Balance experience. This role educates prospects on services, conducts initial screening, coordinates requisitions, and manages follow-up to convert inquiries into booked appointments. Success requires excellent communication, organization, and a service mindset to support patient acquisition, retention, and overall clinic growth.
Position Purpose
- Convert inquiries into booked appointments.
- Educate prospective patients on programs and services.
- Conduct initial screening and qualification.
- Coordinate blood requisitions and intake requirements.
- Ensure timely, consistent follow-up and communication.
- Streamline onboarding to support growth and patient satisfaction.
New Patient Consultations
- Conduct telephone-based Intake Consultations.
- Educate on BHRT, PCOS programs, Nutrition, IV Therapy, Wellness services.
- Assess goals, symptoms, and program suitability.
- Explain treatment pathways, timelines, and onboarding steps.
- Identify alternative services when appropriate and guide next steps.
Lead Management and Patient Follow-Up
- Respond to inquiries from phone, email, CHR, Podium, HubSpot, and website.
- Maintain proactive, ongoing communication with prospects.
- Create and manage follow-up tasks and reminders per protocol.
- Track progress through intake until appointments are secured.
Screening and Escalation
- Complete pre-screening per clinic guidelines.
- Escalate patients requiring review by the Patient Care Team or leadership.
- Escalate all patients with a history of breast or prostate cancer per policy.
- Route medical questions outside scope to appropriate providers
Appointment Coordination
- Schedule and manage: Intake Consults, Re-Start, Re-Screen, and intake-related follow-ups.
- Handle booking, rescheduling, waitlists, confirmations, and cancellation follow-up.
- Maintain high booking accuracy and clear communication.
Blood Requisition and Payment Processing
- Process requisition fees and generate invoices in CHR.
- Confirm payments and update patient records.
- Send requisitions and instructions; educate on CHR Connect access.
- Verify all onboarding requirements are complete before the next stage.
Documentation and Administration
- Maintain accurate, complete records; create encounters and tasks in CHR.
- Upload lab results and supporting documents.
- Document all communications; meet clinic documentation standards.
Patient Experience
- Deliver exceptional service in every interaction.
- Build trust with professionalism, empathy, and clear communication.
- Support and guide patients throughout onboarding.
- Create a welcoming, brand-aligned first impression.
Qualifications
Required
- Exceptional customer service and communication skills.
- Strong organization and time-management; able to handle multiple priorities.
- Proficient with computers; quick to learn new systems.
- Confidentiality, professionalism, and reliability.
- Ability to work independently and collaboratively.
Preferred
- Experience in healthcare, medical administration, wellness clinics, or customer service.
- Knowledge of hormone health, BHRT, PCOS, nutrition, or wellness services.
- EMR experience, including TELUS CHR.
Schedules will be assigned based on clinic needs and candidate availability. Flexibility to work a variety of shifts during operating hours is preferred.
What We Offer
- Full-time opportunities available.
- 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 $23.00 per hour
Application question(s):
- Are you available to work evenings (11:00 AM - 7:00 PM) and Saturdays (10:00 AM - 4:00 PM) as required for this position?
Work Location: In person
