Patient Success Specialist

• 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), and solve delivery issues

• Identifying when a patient's needs transition from logistical to clinical and ensuring seamless handoffs to our clinical team

• Moving beyond standard scripts to provide customized solutions for patients facing unique logistical or motivational barriers to care

Contributing to Operational Excellence & Insight Generation

• Following established Patient Success playbooks while proactively solvings gaps or areas where existing "scripts" aren't meeting patient needs

• Drafting new playbooks, outreach sequences, and templates as we launch into new markets and hit new barriers to care

• 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

• 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

• Around 1+ year in a high-touch, people-facing role like customer success, patient advocacy, healthcare admin, hospitality, or a similar setting where real people depended on you getting it right

• Experience owning outreach or follow-up with a set of people over time, rather than only handling one-off support

• Deep, practised empathy on sensitive topics.A strong ability tobuild trust quickly with people discussing something private or stigmatized, hold space for frustration without becoming defensive or clinical, and approach every patient without assumptions about their identity, background, or circumstances.

• A willingness to learn about the communities we serve, including LGBTQ2S+ and neurodivergent patients

• A focus on guiding patients through their entire journey, with an emphasis on creating positive experiences and driving long-term retention.

• A track record of solving problems before escalating them, making sound decisions without a manual, and taking ownership of the outcome

• Comfort working through shifting priorities, unfinished processes, and unclear answers, with demonstrated examples of thriving in that kind of environment.A history of creating practical solutions where they were needed, whether that's a checklist, template, process, or a better way of working, and bringing others along to adopt them,

• Strong written and verbal communication.The ability to be warm and concise in an SMS, clear and complete in an email, calm and human on a phone call, make a complicated process feel simple and approachable

• Directness with feedback, in both directions. A comfort identifying what isn't working and sharing honest feedback rather than defaulting to diplomacy, alongside an openness to. coaching and a genuine curiosity about areas for growth

• Experience in a startup or other fast-paced, under-built environment

• Familiarity with the Canadian or US healthcare system - particularly US insurance, prior authorizations, and copay assistance

• Experience with CRM, outreach, or EMR tools (Braze, Zendesk, Juno, or similar)

• Availability for occasional additional shifts, including some statutory holidays, with a day in lieu once completed

• $55,000 - $62,000 CAD a year

• Earn stock options through our Equity Incentive Plan - connect your efforts to PurposeMed 's growth as we work together to improve the lives of our patients across North America.

• 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!

• 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.

Along with the benefits below, we offer additional programs and supports designed to help you feel your best - both at work and outside of it.

• 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

• Comprehensive medical, dental, and vision care from your first day of work - we cover 100% of your premiums, with coverage available for dependents

• 8 health/sick days

• Extended mental health coverage

• $20,000 of lifetime coverage for gender-affirming care and procedures (Canada)

• $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

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.

Originally posted on Himalayas