About the Company
Maple is Canada’s leading virtual care platform, connecting patients with doctors and healthcare providers for on-demand and scheduled appointments. Our mission is to make healthcare more accessible and convenient for everyone across the country, providing timely, high-quality care from anywhere. We are a fast-growing, innovative company dedicated to transforming the healthcare experience.
Job Description
Are you passionate about helping people navigate their healthcare journey? Maple is seeking a compassionate and tech-savvy Virtual Telehealth Navigator to join our team. In this 100% remote role, you will be the first point of contact for patients, guiding them through the virtual care experience, assisting with technical setup, scheduling appointments, and ensuring they have a seamless connection to our network of healthcare professionals. This is an excellent opportunity for individuals eager to enter the healthcare field and make a real difference, with comprehensive training provided.
Key Responsibilities
- Provide exceptional front-line support to patients via chat, email, and phone, guiding them through the Maple platform and virtual care process.
- Assist patients with technical troubleshooting related to video calls, account setup, and platform navigation.
- Schedule and manage virtual appointments between patients and healthcare providers, ensuring efficient matching based on patient needs.
- Educate patients on Maple's services, benefits, and how to maximize their virtual care experience.
- Act as a compassionate liaison, addressing patient inquiries, concerns, and ensuring a positive overall experience.
- Maintain accurate and confidential patient records in compliance with privacy regulations.
- Collaborate with the clinical team to resolve patient issues and escalate complex cases when necessary.
- Continuously learn and adapt to new features and services within the Maple platform.
Required Skills
- Excellent verbal and written communication skills in English (French bilingualism an asset)
- Strong empathy and a patient-first approach to customer service.
- Proficiency with computers, web browsers, and common office software.
- Ability to quickly learn new technologies and troubleshoot basic technical issues.
- Exceptional organizational skills and attention to detail.
- Ability to work independently in a remote environment and manage time effectively.
- Problem-solving aptitude and a proactive mindset.
Preferred Qualifications
- Previous experience in a customer service, call center, or administrative role.
- Familiarity with healthcare terminology or systems (e.g., EMR/EHR).
- Experience working in a remote or virtual team setting.
Perks & Benefits
- 100% remote work opportunity, allowing for flexible work-life balance.
- Comprehensive health, dental, and vision benefits.
- Paid time off and holidays.
- Dedicated training and professional development opportunities.
- Technology stipend to support your home office setup.
- Opportunities for career growth within a rapidly expanding company.
- Supportive and collaborative team culture.
- Make a direct impact on improving healthcare access for Canadians.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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