Patient Success Specialist

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 Freddie, our complex care business unit, and partner pharmacy network, 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.

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 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

It would also be great if you have:

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

Compensation:

$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!

#LI-Remote

Why you should join us:

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 car