Bilingual (French/English) Lab and Referral Operations Coordinators

ABOUT MAPLE

MAPLE overview

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 B2C, B2B and B2I. Maple serves a network of 2,000+ healthcare providers and nearly 4 million Canadians with access to our services.

Maple has an entrepreneurial culture focused on health and well-being, and on strengthening the healthcare system. We have received awards such as Globe and Mail's Top 6 Growing Companies in Canada (2021), 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

We’re hiring multiple Bilingual (French/English) Lab and Referral Operations Coordinators to join our Care Delivery Operations team. This team ensures patients receive timely, accurate lab results and specialist referrals, supporting safe, seamless care delivery behind the scenes.

In this role, you’ll manage day-to-day administrative workflows that keep lab and referral processes running smoothly. You’ll review, process, and route lab and referral documentation, ensuring information is accurate, complete, and handled in line with privacy and quality standards. Your work will directly support clinicians, patients, and partners by ensuring a seamless end-to-end process.

Critical to success in this role are strong technical skills, organizational proficiency, time management, attention to detail, and the ability to manage multiple tasks in a fast-paced environment. You thrive in a well-structured yet 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. This is not a lab-based position as Maple is a virtual platform connecting patients with doctors.

YOUR IMPACT

- Process and manage incoming lab and referral documentation, including faxes, voicemails, and digital records, in accordance with Maple’s privacy and security standards.
- Upload, route, and track lab results and referral information to ensure timely clinician review and follow-up.
- Respond to urgent lab communications and escalate critical results appropriately to support patient safety.
- Coordinate with labs, clinics, and internal teams to resolve missing, incomplete, or unclear documentation.
- Maintain accurate patient records and ensure alignment between patient information and lab or referral data.
- Support public health reporting and compliance-related documentation as required.
- Partner with Customer Support and Care Delivery teams to address lab- and referral-related inquiries from patients and providers.
- Contribute to a reliable, high-quality care delivery experience by consistently meeting accuracy, quality, and turnaround expectations.

12 – 18 MONTH DELIVERABLES

In your first 90 days, you’ll build a strong understanding of Maple’s lab and referral workflows, tools, and privacy requirements. You’ll demonstrate confidence managing a high volume of administrative tasks independently, meet productivity benchmarks, and establish strong working relationships with teammates, clinicians, and cross-functional partners.

Over the next 12 to 18 months, you’ll consistently meet or exceed quality and productivity expectations, delivering accurate work within defined timelines. You’ll be recognized as a dependable contributor who communicates clearly, collaborates effectively, and helps maintain a high standard of operational excellence across Care Delivery Operations.

CANDIDATE PROFILE

- 2+ years of experience in an administrative or operations role; experience in a healthcare or clinic environment is an asset. A background as a Medical Office Assistant or Medical Receptionist is considered an asset.
- Fully bilingual in French and English (written and spoken) at a professional level.
- Highly detail-oriented, with a strong focus on accuracy, quality, and process adherence.
- Confident managing multiple tasks and deadlines in a fast-paced, high-volume environment.
- Strong written and verbal communication skills, with the ability to collaborate across teams.
- Comfortable learning and using multiple systems and tools; experience with Google Workspace, PDF management tools, and Slack is an asset.
- Organized, dependable, and calm under pressure.
- Note: this role requires one weekend day of coverage to support our 7-day operations.

Not checking every box? Please apply anyway. Maple values equity, diversity, and inclusion, and provides fair and equal opportunities to all applicants. If accommodations would make your experience more comfortable, please let us know.

KEY COMPETENCIES

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

OUR CORE VALUES

- We are a team: We’re Maple. We’re better together and support each other to make a positive difference in healthcare.
- We can do big things: We’re bold and push boundaries to achieve ambitious goals.
- We celebrate wins and own mistakes: We own our contributions, celebrate achievements, and learn from mistakes.
- We get better every day: We never settle, always seek feedback, and strive for continuous improvement.
- We’re all the way in: We’re fully committed, strive for excellence, and act with urgency to fulfill our purpose.

WORKING AT MAPLE

We want you to love working at Maple—feeling challenged, supported, and cared for. We encourage you to embrace a mindset of growth and collaboration to power the future of healthcare.

We care about your health and well-being. Here’s how we’ve got you covered:

- Competitive benefits package: health, dental, counselling, and life insurance coverage.
- Health spending account: funds for wellness essentials.
- Wellness budget: funds for activities that support well-being.
- Maple access: virtual healthcare for you and your family.
- Paid health days: 10 extra days for life events.
- Destination5: work internationally in eligible countries for up to 5 days per year.
- Retirement savings plan: group retirement savings plan.
- Branch out budget: $1,000 annually for professional development.

The hourly rate range for this role is $19.35–$20.75 per hour, with a $2.00/hour bilingual premium. Offers vary by skills and experience. Compensation questions are welcome during the interview process.

OTHER

- Job type: Full-time
- Hiring manager: Manager, Care Delivery Operations
- Location: Hybrid, 225 Richmond Street West, Toronto, ON
- Start date: March 2026

Please note that offers may require verification of employment and education background checks, including a criminal record check.

USE OF ARTIFICIAL INTELLIGENCE

Maple does not currently use AI or automated tools to screen, assess, or select candidates. All applications are reviewed by our Talent Acquisition team or hiring managers.

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