About Orpyx

Orpyx is a leading health technology company dedicated to improving outcomes for people living with diabetes through personalized remote care and continuous foot monitoring. Our flagship product, the Orpyx Sensory Insole System, is transforming diabetes care by helping prevent diabetic foot ulcers—one of the most serious and costly complications of diabetes and a leading cause of lower-limb amputation. Our dedicated remote monitoring team, comprised of credentialed nurses, leverages advanced data science and clinical workflows to deliver personalized support, proactive risk detection, and timely clinical escalation. With a whole-person approach to chronic disease management, Orpyx empowers individuals to take control of their health, reduce complications, and maintain mobility and independence. We are an ISO 13485 certified company committed to providing high-quality medical solutions that consistently meet customer needs and regulatory requirements.

Who we are

At Orpyx, we are a team of mission-driven innovators committed to improving outcomes for people living with diabetes. Our diverse backgrounds across healthcare, medical device, technology, software, data science, and operations enable us to solve complex clinical challenges with rigor and creativity. What unites us is a shared dedication to excellence, accountability, and meaningful impact. As we grow, we are focused on building a high-performing team that values collaboration, continuous improvement, and integrity—while maintaining the supportive and innovative culture that defines who we are.

What we offer

We offer a competitive salary and a comprehensive benefits package that includes medical, dental, and health or wellness spending account. Our flexible health benefits, RRSP matching program, and employee stock option plans allow for customized benefits that meet your individual needs. In addition, our employees receive 3 weeks’ vacation to start and paid flex and health days, giving them ample opportunity to rest and recharge. We have team events every second Friday, and annual in-person events, which contribute to a positive work culture and foster team connections.

What you’ll do

Reporting to the Director, Nursing and working as part of a cross-functional team, the Medical Office Assistant & Customer Care Representative is responsible for providing administrative and clinical operations support to nurses while ensuring efficient, professional, and patient-centered workflow coordination. This position will also provide support to the Customer Care team by providing technical support and exceptional customer service to patients and the health care professionals that incorporate our product. The ideal candidate brings strong clinical administrative experience, sound judgment, and a proactive approach to supporting both patients and care teams.

This includes:

Nursing Team Clinical & Administrative

• Act as a primary contact for the nursing team and partner clinics, ensuring timely, professional and compassionate communication across all interactions
• Coordinate patient workflows end-to-end, including outreach, scheduling, and ongoing care support in collaboration with nurses
• Review, interpret and appropriately triage incoming clinical and administrative information (e.g. reports, notifications, patient communications), escalating when required
• Conduct outbound patient outreach (phone and email) for education and care coordination, ensuring continuity of care and timely resolution of outstanding items
• Track nursing support requests and associated documentation, ensuring patient information is organized, complete and up to date
• Support clinical teams by preparing patient information into preset templates, ensuring all required materials are complete and accessible ahead of clinical interactions / rounds
• Manage and maintain accurate, up to date patient records within electronic medical record (EMR) and other internal systems, ensuring completeness, consistency and compliance with privacy standards
• Compile, validate and maintain reports related to patient and clinic activity, and program outcomes
• Identify gaps or inefficiencies in administrative and clinical workflows and proactively contribute to process improvements
• Ensure all documentation and workflows adhere to applicable privacy and health information standards (e.g. HIA, PIPA, HIPAA)
• Coordinate internal clinical operations, including scheduling support, case tracking and ensuring alignment across clinical teams
• Support clinical teams by preparing and organize materials required for clinical reviews, follow ups and clinical rounds / case presentations, ensuring all required materials are complete and accessible ahead of interactions
• Support internal and external meeting as required by taking notes, action items, and completing follow up as required
• Being the key point of contact for coordinating and supporting attendance, travel, and expense reimbursement for nursing related events
• Support internal and external communications and other material while ensuring brand accuracy
• Communicate with referring medical professionals, clinics, and hospitals under the direction of the Director of Nursing

Customer Care

• Perform customer care duties from ~4.30pm-6pm Monday to Friday and ad hoc to cover team sick days, vacation, and out of office events as required
• Provide customer care support during designated coverage periods or as needed to address patient and client inquiries
• Respond to inbound calls, emails, and messages in a timely and professional manner, ensuring a high-quality support experience
• Triage and resolve inquiries related to product use, patient experience, and general support needs, escalating issues when appropriate
• Document all interactions accurately and contribute to maintaining clear and consistent support records
• Collaborate with internal teams (e.g., Product, Sales, Operations) to resolve customer issues and improve support processes
• Provide exceptional support to patients and clinics in a high-volume, fast-paced team environment
• Manage inbound and outbound calls and requests from clinics and patients to gather feedback and provide technical and customer service support
• Empower customers with patient education, product updates and general product assistance
• Act as the initial point of contact for customers
• Take ownership of customer care questions and issues, and following through to timely resolution
• Communicate and resolve support issues within the organization
• Maintain accurate records and document customer care-related actions and discussions
• Forward incoming feedback or requests related to Sales, Marketing, Product Management, or other departments as required
• Analyze customer care statistics and compiling accurate reports
• Collaborate on customer service procedures, policies and standards
• Manage inbound and outbound calls and requests from clinics and patients to gather feedback and provide technical and customer service support

Health, Safety and Quality Standards

• Maintain a clean, and safe working environment
• Perform duties in a manner that is consistent with and committed to upholding the requirements of the quality management system

Additionally, due to the ever-changing and sometimes chaotic environment of an early-stage high-tech company, the Medical Office Assistant & Customer Care Representative may assume additional responsibilities, as required.

What you’ll bring

• Medical Office Assistant certificate or diploma or equivalent training and experience is required
• At least 1 year of experience in a medical office, healthcare setting, or administrative role; 3+ years preferred
• Clear Vulnerable Sector Check valid within the year
• Demonstrated proficiency with Microsoft applications, specifically PowerPoint, Excel, Word and SharePoint
• Strong data entry and documentation skills
• Excellent communication and interpersonal skills
• Ability to maintain confidentiality of sensitive patient information
• Understanding of HIPAA regulations is an asset
• Training in medical terminology, Electronic Medical Records (EMR/EHR) systems and medical billing and insurance processes is an asset
• Experience conducting patient outreach and follow-up (phone/email) in a healthcare or clinical setting
• Highly organized with the ability to manage multiple priorities, track ongoing tasks, and follow through on complex workflows
• Comfortable working in a fast-paced, evolving environment with cross-functional collaboration

The details

Employment status: Permanent full-time

Schedule:40 hours per week from Monday to Friday. This role standard hours will be 9:30am-6:00pm, with a 30-minute unpaid break. The role will be required to work on a flexible schedule to support business needs on an ad hoc basis (occasional start times as early as 7:30am may be required)

Work location: Calgary, Alberta. This is a hybrid role based at our office at Unit 205, 1240 20 Ave SE, Calgary, AB, T2G 1M8. Regular in-office days are Tuesday and Thursday, with additional in-office days as needed to support business requirements. In-office requirements may change based on business needs.

Application instructions and deadline: Please submit your cover letter and resume, and explain how your skills, experience, and professional qualities make you a strong candidate for this role at Orpyx. Applications will be reviewed beginning June 2, 2026, and will continue to be reviewed on an ongoing basis until June 5, 2026, or until the position is filled, whichever comes first.

For more information, visit: https://www.orpyx.com