[Hiring] Patient Success Specialist @PurposeMed

Role Description

PurposeMed is looking for a Patient Success Specialist to join our growing Patient Success team, supporting our HIV prevention and care business, Freddie. Your mission is to guide patients through the most friction-heavy parts of their Freddie journey, from completing that first consult, getting through lab testing, untangling insurance, to never missing 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 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), 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 solving 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.
• 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

• 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 to build trust quickly with people discussing something private or stigmatized.
• 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.
• A history of creating practical solutions where they were needed, and bringing others along to adopt them.
• Strong written and verbal communication.

Requirements

• Directness with feedback, in both directions.
• A comfort identifying what isn’t working and sharing honest feedback.
• An openness to coaching and a genuine curiosity about areas for growth.

Benefits

• 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.