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
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
CULTURE AND ORGANIZATIONAL FIT
The Maple team is:
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:
Other
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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