Patient Success Specialist

About this role

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 six central hubs—Calgary, Mississauga, and Toronto in Canada, and Los Angeles, New York City, and San Antonio in the US—the team provides 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, 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 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

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:

• 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, 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…