Bilingual Virtual Care Office Assistant - Remote Canada.

Foundever®•Lac-Ashuapmushuan, QC

7d•CA$39,140•Remote

About The Position

Foundever® is a global leader in the customer experience (CX) industry with a significant international presence. The company is recognized for its innovative CX solutions and technology, supporting over 800 leading brands and handling millions of customer conversations daily in numerous languages. Foundever® has received multiple awards for its global culture and employer practices. 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.

Requirements

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.
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

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