Patient Success Specialist

PurposeMed

2d•$66,000 - $76,000•Remote

About The Position

PurposeMed is looking for a Patient Success Specialist to join our growing Patient Success team in supporting our HIV prevention and care business, Freddie. While our Support team excels at "fixing" immediate technical issues, the Patient Success team is our “stick with it” squad. 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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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

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
Eligible team members and their dependents also receive no-cost access to PurposeMed’s services:
Freddie: PrEP assessment and follow-up appointments
Frida: ADHD assessment
Foria: Gender-affirming care services