Maple (getmaple.ca) Looking for Virtual Care Services Manager at Toronto, 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: LinkedIn’s Top 10 Startups, Deloitte Canada’s Technology Fast 50, Globe & Mail’s Top Growing Companies in Canada, North America’s Inspiring Workplaces, and Glory Professional’s The Power 50: Canada’s Most Impactful Companies.

THE POSITION

In support of a high-growth mandate, we’re hiring for the position of Virtual Care Services Manager to join our dynamic and highly engaged Clinical and Customer Support Operations (“CCSO”) team. This is a newly created role that will be accountable for scaling and optimizing the delivery of our virtual care services and operations as the company grows.

In this position, you will be accountable for three key responsibilities within our organization: a) managing the health and performance of our healthcare provider network from a strategic operations lens, including planning and executing on recruitment and engagement strategies and consistently meeting KPIs, b) acting as the subject matter expert in the digital health technology industry internally and externally, including monitoring changes in our regulatory environment to ensure ongoing compliance and success regarding Maple’s delivery of virtual care, and c) collaborating with key stakeholders, such as Product and Marketing, to help bring new product features and services to life in a compliant and innovative way.

Reporting directly to the Director of Operations, this position is a highly specialized individual contributor role, with significant leverage and impact in our organization.

Critical to success in this role will be your ability to understand our industry, business, and customers, coupled with your passion for results and operational capabilities. Resilient and collaborative by nature, you possess the ability to manage complexity and navigate a fast-paced environment to deliver meaningful impact and results. You will be expected to impact and influence at all levels of the organization, including during external-facing engagements as a subject matter expert on the delivery of virtual care services.

12 – 18 MONTH DELIVERABLES

To realize the company’s growth mandate, within the first 90 to 120 days and in partnership with the Director of Operations and other key stakeholders, you will have developed clear success metrics and KPIs for managing the health and performance of our provider network in alignment with broader company strategies, including a roadmap of tactics and investments to achieve our goals. In addition, you’ll begin contributing to cross-functional projects and initiatives as they relate to the delivery of our virtual care services.

In the next 12 to 18 months, your focus will be on scaling Maple’s virtual care services while demonstrating operational excellence, including driving high-quality experiences, productivity, efficiency and margin.

CANDIDATE PROFILE

• The ideal candidate possesses a Bachelor’s degree coupled with 5 to 7 years of professional work experience, preferably in fields such as services management, healthtech, or consulting.
• The candidate has a proven track record of successfully executing initiatives from start to finish, with a strong focus on timeliness and consistently delivering high-quality results with experience in training, process development, and process improvement to continually optimize service delivery
• The candidate exhibits a deep understanding of the market, industry, and the importance of customer experience, with the ability to foster alignment between these aspects
• The ideal candidate is an exceptional systems thinker, allowing them to simplify complex processes and ensure efficient operations.
• The ideal candidate should also have the ability to translate technical and clinical requirements into clear, concise business language, ensuring effective communication across diverse functions.
• The ideal candidate has excellent verbal and written communication skills, along with the capability to deliver compelling presentations, which will be key for influencing and collaborating effectively with stakeholders
• P&L experience, client-facing experience, patient-technology implementation experience, telehealth industry experience are considered strong assets.

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

• Customer Focus
• Passion for Results
• Marketplace Mastery
• Digital Literacy
• Financial Acumen
• Manage Complexity
• Operational Excellence
• Exceptional Communicator
• Execution-oriented

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:

• Health and dental benefits, insurance: Through our Group Benefits, you’ll get access to dental benefits, extended healthcare benefits for drugs, vision, paramedical coverage (e.g. massage therapists, dieticians, mental health professionals), counselling, health service navigation, life insurance, critical illness and disability insurance, and more.
• Dedicated Health Spending Account (“HSA”): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy)
• Dedicated Wellness Budget: Spend your budget on activities that support your physical and mental wellness.
• Maple Coverage: You’ll get unlimited access to Maple for primary care, and a package of therapy consultations.
• Paid Health Days: In addition to paid vacation, you’ll receive 10 Paid Health Days for you to use when you’re suddenly feeling sick and unable to work, whether it’s a physical or mental health condition, to attend healthcare appointments and procedures, or if you need to support a loved one with their healthcare needs.
• Pregnancy and Parental Leave: We support parents who are welcoming a child into their life in a variety of ways, including a Supplemental Unemployment Benefit based on eligibility.
• Professional Development Budget: We encourage all team members to seek opportunities for growth and learning to support professional development. That’s why your Branch Out Budget (“BOB”) is designed to reimburse you for expenses related to any meaningful professional development opportunities.

Other

• Job type: Full-time
• Hiring manager: Director, Operations
• Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
• Start date: January 2024

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