Lab and Referral Operations Coordinators - Toronto - Maple (getmaple)

Description

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. Our entrepreneurial culture centers on supporting people's health and well‑being and strengthening the healthcare system. We have earned numerous awards, including Globe and Mail's #6 Top Growing Companies in Canada (2021), Deloitte Canada's Technology Fast 50 # , LinkedIn's Top 10 Startups in Canada (2020), and Bay Street Bull's Power 50: Canada's Most Impactful Companies

THE POSITION

We're hiring multiple Lab and Referral Operations Coordinators to join our Care Delivery Operations team. This team plays a critical role in ensuring patients receive timely, accurate lab results and specialist referrals—supporting safe, seamless care delivery behind the scenes. In this role, you'll manage the 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 will be your strong technical skills, organisational 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. 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 escalates 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 closely with Customer Support and Care Delivery teams to address lab‑ and referral‑related inquiries from patients and providers.
• Consistently meet accuracy, quality and turnaround expectations to contribute to a reliable, high‑quality care delivery experience.

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.
• 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.
• Organised, dependable and calm under pressure.
• Will be required to cover one weekend day per week to support our team's 7‑day operations.

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 accommodation that 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 better together and support each other by facing challenges collectively and believing we can make a positive difference in healthcare.
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• We can do big things: we're bold and inspire each other to dream bigger and think differently, to realize ambitious goals.
• We celebrate wins and own mistakes: we empower each other to own our contributions, celebrate and learn from achievements and mistakes.
• We get better every day: we never settle, we're always learning and improving, seeking feedback and tackling challenges with a belief that better is always possible.
• We're all the way in: we're fully committed, driven by our purpose and we act with urgency to fulfil it every day.

WORKING AT MAPLE

We want you to love working at Maple—feeling challenged, supported and cared for. Our focus on growth and improvement means we encourage a mindset that helps you develop and power the future of healthcare. At Maple, your success is our success.

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 to care for you and your loved ones.
• Health spending account: extra funds for wellness essentials like eyeglasses, therapy and more.
• Wellness budget: recharge with activities that fuel your well‑being—fitness classes, mindfulness tools and beyond.
• Maple access: virtual healthcare for you and your family, including general practitioners, pediatrics and therapy consultations.
• Paid health days: 10 extra days for when life happens—rest, appointments or caregiving included.
• Destination5: work internationally in eligible countries for up to 5 days per year.
• Retirement savings plan: invest in your future with our group retirement savings plan.
• Branch out budget: $1,000 annually to pursue professional development and fuel your growth.

The hourly rate range for this role is $19.35–$20.75 per hour. Bilingual (French/English) candidates are eligible for an additional $2.00 per hour premium. Offers can vary depending on skills, experience readiness to meet Maple's expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you're welcome to ask at any point in 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

Any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.

USE OF ARTIFICIAL INTELLIGENCE

At Maple, we do not currently use artificial intelligence (AI) or automated tools to screen, assess or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.