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 efficient 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
Experience
- 2–3 years of administrative or program coordination experience, preferably in a health care office setting or virtual care environment.
- Experience working with databases, reporting tools, and shared documentation systems.
- Experience with scheduling systems and electronic medical records (EMR) platforms.
Education
- 2 year Diploma or certificate in Health Administration, Business Administration, Office Administration, or a related field from an accredited college program.
- Equivalent combination of education and relevant experience will be considered.
Skills Competencies
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams).
- Comfortable working with virtual care platforms and online collaboration tools.
- Strong understanding of medical office administrative workflows, including document routing and result management, with a non-interpretive scope
- Ability to apply defined SOPs and escalation criteria accurately and consistently under time-sensitive conditions.
- Discretion and sound judgement in handling confidential health information.
- Ability to generate basic reports and interpret operational data.
- Excellent organizational and time-management skills with the ability to manage competing priorities independently.
- Ability to work afternoons, evenings, weekends and holidays as required by program scheduling.
- Bilingualism in Eng/French is a requirement since you will be working with French and English Speakers
Salary Range
The base pay range for this position is up to $39140 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.
Pre-employment Requirements:
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.
Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.
