Virtual Care Services Manager

2 weeks ago

Toronto, Canada Maple Full time

**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: 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.

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

**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**:

- P&L experience, client-facing experience, patient-technology implementation experience, telehealth industry experience are considered strong assets.

**_
Not checking every box?_**:
**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 f

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