Req ID#: 415979

Remote, Any Province, Canada

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Job Description:
About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever® combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021

Gold Stevie Award Winner for Great Employers in 2024 and 2022

We foster an exciting culture of creativity, connection, and commitment

Read more about our culture: Foundever® Stories.

Job Summary

The Virtual Care Office administrator provides essential administrative support to ensure the effective delivery of virtual care services within Virtual Care telehealth services. A key function of this role is the administrative management of outgoing referrals and incoming medical laboratory results – including receipt, routing, tracking and timely escalation to the appropriate licensed clinician for review and action – in accordance with established Standard Operating Procedures (SOPs). This role does not involve clinical interpretation of laboratory results. This role also supports clinician and patient scheduling, maintains accurate documentation and databases,



supports billing reconciliation processes, monitors compliance requirements, and assists with reporting and program operations. This position works collaboratively with clinical and operational teams and is required to be available during afternoons and evening hours, including weekends to support program continuity.

Availability Requirement: This position is scheduled for afternoon and evening coverage, Monday through Sunday, 12:00 PM – 8:00 PM AST, including weekends and statutory holidays, aligned with the program hours of operation.

Primary Job Responsibilities
Receive, log, and track incoming medical laboratory results within the Electronic Medical Record (EMR) and associated tracking tools in accordance with established SOPs.
Triage incoming lab results by applying established, non-interpretive criteria to identify urgency level (e.g., normal, abnormal, critical) and route results promptly to the appropriate licensed clinician for review.
Escalate critical or flagged results immediately to the designated clinician on duty, following defined escalation pathways.
Monitor outstanding and pending lab results to ensure no result remains unactioned, and flag overdue follow-ups to the clinical team.
Maintain accurate documentation of all lab result receipts, routing actions, and clinician acknowledgements.




Support the Clinical Lead NP in ensuring lab result workflows remain compliant with program SOPs and patient safety standards.
Monitoring referral status and waitlists, contacting specialist offices to check on referral progress, following up on rejected or incomplete referrals and escalating issues to the Lead NP when necessary.
Review and reconcile virtual care encounters, ensuring accurate documentation, billing integrity, and timely resolution of discrepancies.
Serves as a resource for staff onboarding activities and support effective communication between clinical and support teams when needed.
Generate routine and ad hoc reports and support smooth daily operations.
Coordinate internal meetings, prepare agendas, and record meeting minutes as required.
Support system updates, testing, and implementation of new virtual care technologies or workflows.
Adhere to all ethics, compliance, and information security policies.
Safeguard company assets, systems, and confidential information per company policy.
Promptly report any suspected ethics violations, security incidents, or data breaches in line with company policy.
Handle personal, client, and business data in compliance with contracts, internal policies, and legal requirements.
Perform additional duties assigned by leadership
Expérience
Formation
Compétences et aptitudes
Échelle salariale
Exigences préalables à l’embauche
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📌 Bilingual Virtual Care Office Assistant - Remote Canada.
🏢 Foundever
📍 Canada