Lab and Referral Operations Coordinators
Maple
Operations
Toronto, ON, Canada
Posted on Jul 12, 2025
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: 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.
THE POSITION
As we continue to grow and expand our services, we’re hiring Lab and Referral Operations Coordinators to join our dynamic and highly engaged Care Delivery Operations team. 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, voicemails, and outbound phone communications. You will split, upload, and route lab results for clinician review and respond to urgent lab communications. You will also make outbound phone calls to confirm specialist referrals, ensuring that key next steps in a patient’s care journey are actioned promptly. Additionally, you will be responsible for forwarding non-lab-related documents to the appropriate departments and assisting with Public Health reporting.
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 that 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.
Your strong technical skills, organizational proficiency, time management, attention to detail, and ability to manage multiple tasks in a fast-paced environment will be critical to your success in this role. 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.
12 – 18 MONTH DELIVERABLES
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.
CANDIDATE PROFILE
- 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.
- 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.
- A strong communicator who can clearly convey and receive messages to meet the needs of colleagues and other stakeholders.
- Ability 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.
- Bilingualism in French and English is considered an asset.
- Please note that this role will require one weekend day of coverage to support our team's 7-day operations.
- Digital Literacy
- Time Management
- Adaptability
- Detail Orientation
- Communication
- We are a team: We’re team Maple. We’re better together. We support each other, face challenges collectively, and are united in a belief that we can make a positive difference in healthcare, as one.
- We can do big things: We’re bold. We know that if we push the boundaries, and inspire each other to dream bigger and think differently, we will realize our incredibly ambitious goals.
- We celebrate wins and own mistakes: We empower each other to own our contributions. We celebrate and learn from our achievements, and we recognize and learn from our mistakes.
- We get better every day: We never settle. We’re always learning and improving, always seeking feedback, and we tackle challenges with a belief that better is always possible—in ourselves, our processes, our products and our services.
- We’re all the way in: We’re fully committed. We strive for excellence, are driven by our purpose, and we act with urgency to fulfill it every day.
- 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.
- Job type: Full-time
- Hiring manager: Manager, Care Delivery Operations
- Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
- Start date: August 2025
- Vacation: 2 weeks
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
OUR CORE VALUES
WORKING AT MAPLE
We want you to love working at Maple—feeling challenged, supported, and cared for. Just as we strive to grow and improve, we encourage you to embrace the same mindset as you work toward your personal best. Together, we can learn, 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:
OTHER
Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.