ABOUT MAPLE
Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, and other types of health providers.
We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ("B2C"), Employers and Private Insurers ("B2B") and Public Sector Institutions ("B2I"). With a growing network of 2,000+ healthcare providers and nearly 4 million Canadians with access to our services, Maple is one of Canada’s fastest-growing virtual care companies.
We have established an entrepreneurial culture centered around our purpose to support people’s health and well-being, and to strengthen the healthcare system. We attribute our success to our team, who has helped us achieve numerous noteworthy awards including: Globe and Mail's #6 Top Growing Companies in Canada in 2021, #2 in Deloitte Canada’s Technology Fast 50 2021, LinkedIn's Top 10 Startups in Canada 2020, and Bay Street Bull’s The Power 50: Canada’s Most Impactful Companies 2022.
THE POSITION
As we continue to grow and expand our services, we’re hiring Lab and Referral Operations Coordinators to join our dynamic and highly engaged Care Delivery Operations team. You’ll have the opportunity to personally impact the future of healthcare by providing critical administrative support to ensure patients receive accurate and timely lab work and referral results.
In this role, you will be the first point of contact for managing incoming lab and referral documents, faxes, and voicemails, processing them in line with Maple’s procedures and privacy guidelines. You will also split, upload, and route lab results for clinician review and respond to urgent lab communications, ensuring critical results are expedited. Additionally, you will be responsible for forwarding non-lab-related documents to the appropriate departments, as well as assisting with Public Health reporting.
Day-to-day duties include reviewing, processing, and uploading triage notices from specialist clinics, verifying fax information, updating patient records, and liaising with labs to address missing, incomplete, or illegible information. Your work will ensure no discrepancies exist between patient information and lab results. You will also collaborate with our Customer Support team to respond to lab and referral-related inquiries from patients and providers.
Critical to success in this role will be your strong technical skills, organizational proficiency, time management, and attention to detail, along with the ability to manage multiple tasks in a fast-paced environment. You thrive in a well-structured yet supportive, collaborative workplace.
Please note that this is a fully administrative role—medical or clinical experience is not required, but prior administrative work in a healthcare setting is an asset. Additionally, this is not a lab-based position as Maple is a virtual platform connecting patients with doctors.
12 – 18 MONTH DELIVERABLES
In the first 90 days, you will demonstrate autonomy in managing lab and referral administrative tasks, ensuring strict compliance with Maple’s privacy and data security protocols. You’ll efficiently handle a high volume of documents and requests while meeting productivity benchmarks, and you'll establish strong relationships with your teammates, cross-functional stakeholders, and the clinician network to ensure seamless communication and collaboration.
In the next 12-18 months, you will consistently meet or exceed productivity KPIs and maintain a high quality of output, as verified by our QA function. Your administrative tasks will be completed with a high level of accuracy and within expected timelines, while maintaining consistent adherence to patient privacy and data security requirements. You will also be recognized for your effective communication and collaboration with cross-functional teams, contributing to a supportive and efficient work environment.