Maple (getmaple.ca)

Account Manager

• Manage partner eligibility workflows, including uploads, updates, reconciliations, and ongoing data hygiene.
• Prepare, validate, and coordinate invoicing inputs in partnership with Finance and Client Success.
• Support Looker reporting, including scheduling new reports, maintaining reporting accuracy, and troubleshooting monthly failures.
• Build and update Maple Admin configurations required to support partner launches and ongoing program changes.
• Partner with the Solutions team to plan, implement, and monitor system updates that impact the Client Success portfolio.
• Maintain accurate records and process documentation that support consistent monthly cycles across partners.
• Identify opportunities to streamline workflows, reduce manual effort, and improve data integrity.
• Contribute to team playbooks, templates, and documentation to strengthen operational best practices.
• Support peak periods (month-end billing, partner launches) with strong prioritization and dependable execution.

Client Success Administrator – Direct Partnerships

Operations

• 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.

Bilingual Lab and Referral Operations Coordinator, French/English

Bilingual

• Clinically review lab results issued by Maple providers and assign appropriate follow-up recommendations for patients.
• Identify abnormal or critical results and determine urgency of follow-up care.
• Contact patients directly for critical results that require immediate emergency care.
• Escalate complex cases to physicians as appropriate.
• Support specialist referrals based on provider directives, including preparing referral documentation and required forms.
• Assign referrals to appropriate specialist clinics based on patient location, clinical need, and specialty.
• Redirect referrals when clinics are unresponsive or referrals are declined.
• Review specialist consult reports and determine whether patient follow-up is required.
• Depending on scheduling and operational needs, you may support additional workstreams outside of this list.

Bilingual Registered Nurse (RN), French/English

Customer Success Manager

• Keep client success workflows running smoothly by maintaining accurate records, trackers, and internal systems.
• Prepare clear, timely reports and documentation that support partner engagement and program transparency.
• Coordinate meetings, follow-ups, and partner communications with professionalism and care.
• Triage questions, issues, or escalations and route them to the appropriate internal teams for resolution.
• Maintain up-to-date information in Salesforce, including contacts, milestones, and program details.
• Identify process gaps and contribute ideas that improve efficiency and scalability.
• Support cross-functional initiatives across Client Success, Marketing, Product, and Operations.
• Help partners — and the people they serve — feel informed, supported, and confident in their experience with Maple.

Bilingual Client Success Coordinator, French/English

• Support Maple’s direct partners by ensuring seamless onboarding, engagement, and ongoing adoption of Maple’s services.
• Strengthen client relationships through exceptional communication and proactive problem-solving in both French and English.
• Act as a trusted partner for your portfolio of clients by helping them maximize the value of their Maple programs.
• Gather and share client feedback to help shape improvements to Maple’s processes, products, and client experience.
• Contribute to team and company growth by consistently delivering on performance goals and supporting renewal conversations.
• Within your first 90 days, you’ll complete onboarding and training on Maple’s products, processes, and systems.
• You’ll build relationships with your teammates, cross-functional partners, and clients, and start joining client meetings to better understand employer partner needs and expectations.
• Over the next 12–18 months, you’ll manage your own portfolio of direct clients, ensuring strong adoption and satisfaction of Maple’s programs.
• You’ll identify opportunities to enhance program performance, contribute to renewals and expansions, and provide actionable feedback from clients to influence Maple’s product and service roadmap.
• You’ll also have opportunities to lead the implementation of client projects, ensuring delivery on time and to high standards.

Maple (getmaple.ca)

Client Success Administrator – Direct Partnerships

Bilingual Lab and Referral Operations Coordinator, French/English

Bilingual Registered Nurse (RN), French/English

Bilingual Client Success Coordinator, French/English

Bilingual Client Success Associate – French/English

Bilingual (French/English) Lab and Referral Operations Coordinator

Lab and Referral Operations Coordinator