Lab Operations Coordinator

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 health providers. We offer virtual care services across multiple distribution channels, including Direct-to-Consumer, Employers and Private Insurers, and Public Sector Institutions.

We have established an entrepreneurial culture centered around our purpose to support people's health and well-being, and to strengthen the healthcare system. Our team 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.

We're hiring Lab and Referral Operations Coordinators to join our dynamic and highly engaged Care Delivery Operations team. As a Lab and Referral Operations Coordinator, 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.

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.

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.

• 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.

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.

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

The Maple team is passionate, supportive, united, and creative. 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.

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.

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.

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.

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.

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.