Patient Success Specialist

Job Description

About us:

PurposeMed is a Canadian-founded healthtech company established in 2019 with a mission to improve access to complex care for underserved communities. We’ve combined our clinical roots with a drive to scale, and now our exceptional team provides specialized care to thousands of patients every month.

PurposeMed consists of three complex care business units: Freddie, Frida, and Foria, and partners with Affirming Care Pharmacy.

• Freddie improves sexual health through education, prevention, and treatment with a focus on the LGBTQ2S+ community. As the #1 rated PrEP provider in North America, we’re proudly dismantling barriers to sexual healthcare for patients across both Canada and the USA.
• Frida transforms the lives of patients through easier access to adult ADHD diagnosis and fast, affordable treatment.
• Foria provides trans, non-binary, and gender-diverse Canadians with specialized, gender-affirming healthcare.
• Affirming Care Pharmacy provides discreet, specialty prescription delivery across North America. Operating from Calgary, Mississauga, Toronto, and San Antonio, they provide our patients with an integrated, end-to-end healthcare experience.

We are proud to be ranked #2 on Deloitte’s 2024 list of Canada’s 50 fastest-growing tech companies and recognized as one of Canada’s Most Admired Corporate Cultures for two consecutive years. Driven by a strong mission, our team is passionate about making healthcare accessible to those who need it most—and we make sure to have fun along the way!

Permanent, full-time opportunity

Location - Remote (Canada)

Though we have an office based in Calgary, this is a remote position that is open to candidates across Canada. PurposeMed’s office is located on the unceded and traditional territories of the peoples of the Treaty 7 region which includes the nations of the Siksika, the Piikani, the Kainai, the Îethka Stoney Nakoda which consists of the Chiniki, Bearspaw, and Good Stoney Bands, and people of the Tsuut’ina First Nation. The city of Calgary is also homeland to the historic Northwest Métis and to the Otipemisiwak Métis government, Métis Nation Battle River Territory, Nose Hill Métis District 5 and Elbow Métis District 6.

Who we hope to find:

PurposeMed is looking for a Patient Success Specialist to join our growing Patient Success team in supporting our HIV prevention and care business, Freddie. While our Support team excels at “fixing” immediate technical issues, the Patient Success team is our “stick with it” squad. Your mission is to proactively guide patients through the most friction-heavy parts of their Freddie journey—from completing their first consult to helping navigate lab testing and insurance, and ensuring they never miss a refill.

As a Patient Success Specialist, you are more than an executor; you are a problem-solver. You will manage outreach across both Canadian and US markets, navigating the nuances of different healthcare landscapes to ensure no patient falls through the cracks. You will use your “on-the-call” insights to help the Patient Success Lead refine our playbooks and you will play a key role in mentoring and ramping up future team members as we scale.

In this role, you’ll make an impact by:

Proactively Guiding & Retaining Patients

• Actively reaching out to patients to provide guidance on journey milestones, including using at-home testing kits, locating and booking in-person lab tests, and navigating the Freddie app
• Acting as the bridge between the patients and pharmacies to resolve prescription delays, overcome insurance hurdles (especially in the US market), solve delivery issues
• Moving beyond standard scripts to provide customized solutions for patients facing unique logistical or motivational barriers to care
• Identifying when a patient’s needs transition from logistical to clinical and ensuring seamless handoffs to our clinical team

Contributing to Operational Excellence & Insight Generation

• Following established Patient Success playbooks while proactively identifying gaps or areas where existing “scripts” aren’t meeting patient needs
• Helping to develop new playbooks to overcome emerging barriers to care as we launch and scale our services
• Serving as the voice of the patient by synthesizing feedback from individual interactions and presenting actionable insights to improve our overall strategy
• Maintaining diligent records of patient interactions and outcomes to help the team track the impact of our success experiments

Being a Team Player

• Working cross-functionally with the Support and Pharmacy teams to ensure a unified patient experience
• Acting as a “buddy” and mentor for new hires, helping them ramp up on Freddie’s systems, culture, and the nuances of patient success

We need someone who has:

• 2+ years of experience in customer success, patient advocacy, or a high-touch support role
• A patient-first mindset with a natural ability to build trust quickly and demonstrate deep empathy when discussing sensitive health topics
• High agency and the ability to solve problems independently without waiting for a manual; comfortable making decisions to ensure patient success
• An outcome-oriented approach, with a focus on guiding patients through their entire journey and driving long-term retention
• Strong communication skills, both written (SMS/email) and verbal (phone), with a knack for simplifying complex processes for patients
• A flexible approach and a genuine excitement for helping to shape a new team, including a readiness to provide the feedback needed to build the function from the ground up

It would also be great if you have:

• Experience in a startup or fast-paced environment
• Familiarity with the Canadian or US healthcare system
• Experience with CRM or outreach tools (e.g., Braze, Zendesk, or EHR systems)
• Availability to work additional shifts (including some statutory holidays) to provide necessary coverage for patient needs, with a day-in-lieu offered once completed

Compensation:

• $66,000 - $76,000 CAD a year
• The compensation listed above refers to a yearly base salary that may vary depending on a candidate’s relevant qualifications, knowledge, competencies and work experience, and other factors including market conditions. Base pay is just one aspect of our total rewards at PurposeMed—see our other exciting benefits below! (Please note that the benefits listed are specific to Canadian, full-time team members and may be adjusted based on your location or employment type).

Do you think you could be our next Patient Success Specialist ? We look forward to seeing your application!

#LI-Remote

Why you should join us:

• Be part of a team of great people who don’t take themselves too seriously. While we’re serious about the problems we solve, we believe in having fun along the way.
• Make an impact, every single day. We’re providing compassionate, affirming care to many people who have never received the proper support before.
• Be confident in bringing your whole self to work. Inclusivity is core to how we take care of our patients, our teammates, and ourselves. We create spaces that are safe and affirming.

What we’re offering (based on full-time, permanent roles in Canada):

Work/life flexibility and time off:

• Work flexibly within a team that’s remote friendly; we believe that work should fit around your life*
• 20 vacation days and a team that will remind you to use them!
• Annual winter break closure

Care for your physical and mental health:

• Extended medical, dental, and vision care starting on your first day of work!
• 8 wellness days
• $500 health and wellness spending account
• $2,000 mental health coverage with additional free online counseling through Inkblot Therapy and FeelingBetterNow mental health assessments
• $20,000 of lifetime coverage for gender-affirming care and procedures

Investment in your learning and growth:

• $500 learning fund to use towards courses and other professional development
• Our unique People Potential program, in which you’ll partner with your manager to identify opportunities to grow and achieve your full potential

Family care:

• $3,400 lifetime coverage for fertility drugs
• Parental leave program for birthing and non-birthing parents–your choice of:
  • Short term: 4 weeks off to use flexibly in your first year of parenting
  • Long-term: 13 weeks EI top-up

Eligible team members and their dependents** also receive no-cost access to PurposeMed’s services:

• Freddie: PrEP assessment and follow-up appointments
• Frida: ADHD assessment
• Foria: Gender-affirming care services

If you are looking for a place that sparks your creativity, helps others, and will push you to be your best, then you’ll love PurposeMed.

PurposeMed is committed to being an equal-opportunity employer, and we highly encourage those from excluded and marginalized communities to apply. This includes groups such as (but not limited to): Indigenous, Black, and racialized communities, trans and non-binary, LGBTQ2S+, disabled, and HIV-positive people. You don’t have to check every single box above. If the job description gets you excited and you think you could contribute your expertise to our team—we hope you’ll apply!

*Most of our roles are performed virtually from home across Canada and the USA. Team members working onsite at Affirming Care pharmacies do need to be physically present.

**Permanent team members (employees) and their dependents are eligible, however, the person receiving the assessment must live in a province or state in which Freddie, Frida, or Foria operates, and be over the age of 18. Additional restrictions apply.