Source folder: SOPs
Source file: SOP_Booking_LifeLabs_Ontario.pdf.pdf
File type: PDF document
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SOP - Booking LifeLabs DNA Collection Appointments on
Behalf of Clients
Purpose
This SOP explains, step by step, how Customer Service Representatives (CSRs) must book
LifeLabs DNA collection appointments on behalf of EasyDNA clients using the LifeLabs
appointment booking system. It also covers mandatory client checks, payment
verification, documentation handling, client communication, CRM updates, and
escalation rules.
This procedure applies ONLY to the LifeLabs Ontario region and is strictly limited to the
following services under Contract C393:
- Saliva swab collection for legal DNA cases
- Blood draw for prenatal DNA cases, including:
- Prenatal paternity testing
- Baby gender testing (Peekaboo)
This service is NOT available for: - Hair drug testing cases
- Any other type of DNA testing not listed above
- Any LifeLabs locations outside Ontario
- Before You Start - Mandatory Checks
Before booking any appointment, the CSR must complete all checks below. Do not
access the LifeLabs booking system until every item is confirmed.
Client Information and Preferences
- Confirm the case falls strictly within the LifeLabs Ontario region.
- Confirm the collection type is one of the following only:
- Saliva swab collection for legal DNA cases, or
- Blood draw for prenatal DNA cases, including prenatal paternity testing
and baby gender testing (Peekaboo).
- Confirm the case is NOT a hair drug test. Hair drug testing is not supported under
this process.
- Ask the client in advance and clearly confirm:
- Their preferred appointment date
- Their preferred appointment time
- Their preferred LifeLabs Ontario paternity draw site(s)
Use the official draw site list: Draw Site List - DOWNLOAD LIST HERE
- The full legal name of the mother attending the blood draw (mandatory for
prenatal cases)
Documentation and Payment Verification
- Confirm a completed and signed C393 requisition form is available. DOWNLOAD
FORM
- Review the case payment tab in CRM and confirm the LifeLabs appointment fee
has been paid.
- No payment = no booking.
- If payment has not been received, inform the client that payment must be
completed before an appointment can be requested.
- Confirm the appointment will be booked on behalf of the client using the EasyDNA
organizational LifeLabs account only.
If any of the above conditions are not met, do not proceed with booking and escalate to
Customer Service Management.
- Accessing the LifeLabs Booking System
- Open the LifeLabs appointment booking portal using the official URL provided by
LifeLabs.
- Log in using the EasyDNA organizational account.
- Do not create individual CSR accounts.
- Confirm successful login before proceeding.
- Searching for an Appointment Location
- Enter the city or area requested by the client.
- Apply the service filter:
- Select Specialty Test
- Select ON DNA
- This step is mandatory. If ON DNA is not selected, locations shown may not
support DNA collections.
- Selecting the Appointment Slot
- Review available Patient Service Centres.
- Confirm the location:
- Matches the client's chosen Ontario draw site
- Click View Appointment.
- Select the agreed date and time.
- Proceed to booking.
- Booking on Behalf of the Client
- When prompted "Is the appointment for you?", select:
- No, I am booking for someone else
- Click Add a New Person.
- Enter the client's legal first and last name exactly as shown in the case file.
- Leave Preferred Name blank unless specifically requested.
- Contact Information Entry
- Phone number: Enter the client's phone number.
- Email address: Enter info@easydna.ca.
- Do not use the client's email address.
Enable appointment notifications.
Click Confirm Appointment.
- Saving and Sending the Appointment Confirmation
- Open Appointment Details.
- Select Print Details.
- Save the confirmation as a PDF.
Client Notification
- Email the client via Outlook including:
- Appointment date and time
- Full LifeLabs location address
- Attached PDF appointment confirmation
- Reminder to bring valid government issued photo ID
- Sending the Requisition Form to LifeLabs
This step is mandatory.
- Attach the completed C393 requisition form.
- Email it to:
- Include the case reference number in the subject line.
Do not assume LifeLabs has the requisition unless this email has been sent.
- CRM Documentation Requirements
Docs Tab
Upload the following to the Docs tab in CRM:
- LifeLabs appointment confirmation PDF
- Completed C393 requisition form
- Any LifeLabs related correspondence
ATP Case Notes
Add a clear ATP note including:
- Appointment booked via LifeLabs system
- Date, time, and location
- Confirmation that the LifeLabs fee was paid
- Confirmation that the C393 form was emailed to PatientREQSON@lifelabs.com
- Date client was notified
Example ATP Note:
LifeLabs ON DNA appointment booked on behalf of client. Appointment
confirmed for Jan 26 at 11:30 AM, King St PSC, Oshawa. LifeLabs appointment fee
confirmed paid. Confirmation PDF emailed to client. C393 requisition sent to
PatientREQSON@lifelabs.com. Documents uploaded to CRM.
- Important Rules and Reminders
- This SOP applies only to Ontario.
- Always select ON DNA when booking.
- Never book without confirming payment.
- Never skip sending the C393 requisition.
- Never use personal or client email addresses in the booking system.
- Upload documents to CRM immediately.
Immediately escalate to Customer Service Management if:
- Payment is missing or unclear
- ON DNA is not available at the requested site
- LifeLabs system errors occur
- Appointment confirmation is not generated
- There is uncertainty about phlebotomy availability
End of SOP