Lab and Referral Operations Coordinator job at Ontario, Canada Full Time

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.

CANDIDATE PROFILE

• The ideal candidate possesses a Bachelor’s Degree or Post-Secondary Diploma and at least 2 years of work experience in an administrative role. A background as a Medical Office Assistant or Medical Receptionist is considered an asset.
• The candidate is highly detail-oriented with a strong focus on accuracy and quality, and has a proven track record of improving efficiency while ensuring work complies with policies and procedures.
• The candidate is a strong communicator who can clearly convey and receive messages to meet the needs of colleagues and other stakeholders.
• With a proven technical competency, the candidate is able to quickly learn and become an expert user of various software platforms. Existing experience with Google Suite, Adobe (PDF management), and Slack is considered an asset.
• Please note that this role will require one weekend day of coverage to support our team’s 7-day operations.

Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we’re committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know.

KEY COMPETENCIES

• Digital Literacy
• Time Management
• Adaptability
• Detail Orientation
• Communication

CULTURE AND ORGANIZATIONAL FIT

The Maple Team Is

• Passionate: We believe deeply in our company’s purpose and what we’re trying to accomplish as a team. We want all colleagues to feel passionate about improving access to high-quality healthcare through the power of technology, and to make a positive impact with the work we do, where we work, and in the community.
• Supportive: We’re a diverse community that recognizes and embraces the individual differences of our people. We have fun coming to work and bringing the best out of each other. We value and encourage different and diverse perspectives from all parts of the organization.
• United: We leave our egos at the door and act with humility. We work collaboratively to overcome obstacles that arise, and we’re united in our purpose and bringing our ambitious goals to life.
• Creative: We challenge the status quo of what we think is possible with how we approach our work and projects, celebrating bold thinking. We’re focused on our priorities yet remain agile in how we deliver on our goals.

WORKING AT MAPLE

We want you to love working at Maple. We want you to feel challenged and supported, cared for, and driven. Just as we’re driven to grow, to improve, to iterate our products and services, we want you to take the same mindset as you work towards achieving your personal best. We can all learn, we can all develop, and we can all power the future of healthcare. But we can only do it together. At Maple, we are a team first and foremost. Your success is our success.

In order to support your health and well-being, we offer a comprehensive set of benefits and perks, including:

• Comprehensive Health and Dental Coverage: Our Group Benefits plan provides extensive coverage, including dental, extended healthcare, counselling, health service navigation, life insurance, critical illness, disability insurance, and more.
• Health Spending Account (HSA): A dedicated budget to cover additional health-related expenses like eyeglasses, therapy, and other needs tailored to your personal wellness.
• Wellness Budget: Use your budget to invest in activities that enhance your physical and mental well-being, from fitness classes to mindfulness programs.
• Maple Access: Benefit from unlimited access to Maple for primary care needs and a package of therapy consultations.
• Paid Health Days: In addition to paid vacation, you’ll receive 10 Paid Health Days annually to use when you’re unwell, attending healthcare appointments, or supporting a loved one with their health needs.
• Maple Booster Pack: Boost your well-being even further with exclusive Maple discounts. Enjoy savings on fitness memberships, phone plans, wellness apps, and more.
• Professional Development Budget: Our Branch Out Budget is here to support your professional development journey, reimbursing expenses for meaningful learning opportunities that help you thrive.

Other

• Job type: Full-time
• Hiring manager: Team Lead, Care Delivery Operations
• Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
• Start date: November 2024
• Paid Time Off: 2 weeks vacation + 10 paid health days

Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.

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