[Hiring] Client Solutions Specialist @PurposeMed

Role Description

PurposeMed is looking for a bilingual (English/Spanish) Client Solutions Specialist to join the team! This role will focus on supporting Freddie, the #1 rated PrEP provider in North America. As the first point of contact for PurposeMed's existing and prospective clients, you'll be responsible for delivering an amazing support experience. That means the bar does not just equal a resolved ticket; it is a patient who feels heard, who understands what happens next, and who leaves the interaction more confident in their care than when they arrived.

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

• Delivering Exceptional Patient and Stakeholder Support
  • Responding to incoming support tickets promptly and professionally, providing solutions or escalating issues as necessary.
  • Speaking with patients and other key stakeholders over the phone to ensure a speedy resolution to their questions.
  • Maintaining clear and friendly communication with patients and the Clinical team, ensuring a positive customer experience.
  • Striving to achieve high customer satisfaction ratings through attentive and helpful experiences.
  • Documenting Client Experience interactions and resolutions accurately, so the next person picking up that patient has what they need.
  • Flagging friction you notice in the queue, so recurring patient pain points get surfaced rather than just resolved.
• Collaborating and Following Best Practices
  • Following established SOPs, along with privacy and healthcare compliance requirements, in every interaction.
  • Communicating status and blockers clearly and on time, keeping your lead informed without being asked.
  • Collaborating with team members to address common issues and share insights.
• Contributing Beyond the Support Queue
  • Taking on tasks such as writing and updating Standard Operating Procedures (SOP) or Help Center articles, refreshing macros and templates, or supporting a process change.
  • Regularly contribute to team initiatives with direction, support, and guidance from your Team Lead.
  • Participating in training sessions to enhance your knowledge of our products and services.

Qualifications

• Fluency in Spanish, both written and verbal.
• A high school diploma or equivalent, although a post-secondary degree or relevant certification is a plus.
• 1+ years of experience in customer service.
• Strong communication skills, both written and verbal, to effectively interact with patients, the Clinical team, and team members.
• Excellent problem-solving abilities and a strong willingness to learn.
• The ability to work in a fast-paced and rapidly changing environment.
• Availability to work additional shifts (including some statutory holidays and weekends) to provide necessary coverage for patient needs, with time-in-lieu offered once completed.

Requirements

• A basic understanding of healthcare and technology concepts.
• Experience in technical support.
• Experience working in a fast-paced startup environment.
• Experience working in a distributed team environment.

Benefits

• 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.