Lab and Referral Operations Coordinators

Job description

**Build better healthcare together** Maple’s purpose is to meet the world's healthcare needs. We’re Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we’re proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what’s possible every day. Bold minds. Big impact. A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you’ll do work that changes lives—including your own. ### The role We're looking for our next cohort of Lab and Referral Operations Coordinators to join our Care Delivery Operations team. This is a role where the details matter—where your precision, reliability and follow-through directly support the clinicians, patients and partners who depend on us every day. In this role, you'll own the day-to-day administrative workflows that keep lab and referral processes running smoothly—reviewing, processing and routing documentation, making sure nothing gets missed, and everything meets our privacy and quality standards. Key to success will be your technical confidence, sharp organizational instincts, strong problem-solving skills and the ability to work both independently and collaboratively—all while managing multiple priorities without losing accuracy in a fast-paced environment. Please note this is a fully administrative role—medical or clinical experience isn't required, though prior admin work in a healthcare setting is an asset. This isn't a lab-based position; Maple is a virtual platform connecting patients with doctors and nurse practitioners. ### Your responsibilities As a Lab and Referral Operations Coordinator, you will: - Take ownership of a high volume of incoming lab and referral documentation—faxes, voicemails and digital records—processing and managing each one in line with Maple's privacy and security standards - Upload, route and track lab results and referral information so clinicians can review and follow up without delay - Respond to urgent lab communications and escalate critical results quickly—because getting it right the first time supports patient safety - Dig into missing, incomplete or unclear documentation and coordinate with labs, clinics and internal teams to get it resolved - Keep patient records accurate and ensure everything lines up between patient information and lab or referral data - Support public health reporting and compliance-related documentation as required - Work closely with Customer Support and Care Delivery teams to address lab- and referral-related questions from patients and providers - Hold the bar high—consistently meeting accuracy, quality and turnaround expectations to keep care delivery running at its best ### What success looks like **In your first 90 days,** you’ll get a strong handle on Maple’s lab and referral workflows, tools and privacy requirements—and you'll start contributing right away. That means managing a real volume of administrative tasks independently, hitting your productivity benchmarks and building solid working relationships with your teammates and cross-functional partners. **Over the next 6 to 12 months,** you’ll be a trusted, go-to contributor on the team—someone colleagues count on for accuracy, clear communication and consistent follow-through. You’ll consistently meet or exceed quality and productivity expectations, take ownership of more complex issues as they arise, and your work will be a visible part of what makes Care Delivery Operations run well. ### What you bring - Two or more years of experience in an administrative or operations role; a background as a Medical Office Assistant or Medical Receptionist, or experience in a healthcare or clinic environment, is an asset - Confidence in managing multiple tasks and deadlines independently in a fast-paced, high-volume environment - Strong written and verbal communication skills, with a natural ability to collaborate across teams - Sharp problem-solving and critical thinking skills when navigating more complex or ambiguous issues - Comfort learning and navigating multiple systems and tools; experience with Google Workspace, PDF management tools and Slack is an asset **Play to your strengths.**Finding the right fit goes both ways—so this section is yours to complete. When you join, you'll add the unique strengths you bring that aren't captured above. ### How we'll support you We recognize our people's health is everything. That's why we take care of them. - **Maple for you and your family:** 24/7 access to general practitioners, pediatrics and mental health therapy for you and your family. Care starts on day one - **Comprehensive health coverage:** Medical, dental and life insurance because your peace of mind—and your loved ones—matter most - **Health spending account:** Extra funds to cover the essentials that make a difference, from new glasses to specialized therapy - **Flex benefits:** An annual budget built for your growth and well-being. Use it for professional development, wellness expenses or a one-time boost to your retirement savings. You choose what matters most - **Health days:** Life happens. We provide 10 dedicated days for rest, medical appointments or caregiving, so you can show up at your best - **Destination days:** Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to five days per year - **Group retirement savings plan:** We're here for the long haul. Invest in your future with our group retirement plan ### The details - **Job type:**Full-time - **Hiring manager:** Team Lead, Care Delivery Operations - **Location:** Hybrid, 500 King Street West, 2nd Floor, Toronto, ON, M5V 1L9 - **Start date:** October, 2026 - **Vacation:** 3 weeks - **Pay range:**$19.35 - $20.75 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. We're committed to the safety and security of our platform. Please note that any offer of employment is subject to a criminal record check (EPIC) and identity verification. Additional checks, including employment or education verification, may be conducted depending on the role's requirements. **Use of artificial intelligence** We don't 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.