[Hiring] Patient Success Specialist @PurposeMed

Role Description

PurposeMed is looking for a Patient Success Specialist to join our growing Patient Success team in supporting our HIV prevention and care business, Freddie. 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.