Bilingual Lab and Referral Operations Coordinators (French/English)

GetmapleToronto, Ontario3h ago

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

We’re hiring multiple Bilingual (French/English) 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 be responsible for reviewing, processing, and routing 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, 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.

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 closely 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.

Please note that this role will require one weekend day of coverage 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 accommodations 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 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.

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:

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.

Maple access: Virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations.

Flex benefits budget: You’ll receive an annual flex budget to support your growth and well-being. A portion of this budget is dedicated to learning and development through our Branch Out Budget, with the remaining amount flexible to use toward wellness expenses, additional learning, or a one-time contribution to your GRSP, so you can invest in what matters most to you.

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.

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, and 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

Please note that 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.

Bilingual Lab and Referral Operations Coordinators (French/English)

YOUR IMPACT

CANDIDATE PROFILE

OUR CORE VALUES

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