Client Solutions 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 & Schedule: Remote (Canada), Monday-Friday, 9am-5pm Mountain Time

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 in Southern Alberta, which includes the Blackfoot First Nation tribes of Siksika, the Piikuni, the Kainai, the Stoney Nakoda First Nations tribes of Chiniki, Bearspaw, and Wesley and the Tsuut’ina First Nation. The city of Calgary is also homeland to the historic Northwest Métis and to Métis Nation of Alberta, Region 3.

Who we hope to find:

PurposeMed is looking for a bilingual (English/Spanish) Client Solutions Specialist to join the team! This role will focus on supporting Freddie, the #1 rated PrEP provider in North America. As the first point of contact for PurposeMed's existing and prospective clients, you'll be responsible for delivering an amazing support experience. That means the bar does not just equal a resolved ticket; it is a patient who feels heard, who understands what happens next, and who leaves the interaction more confident in their care than when they arrived.

In this role, you’ll make an impact by:

Delivering Exceptional Patient and Stakeholder Support

• Responding to incoming support tickets promptly and professionally, providing solutions or escalating issues as necessary
• Speaking with patients and other key stakeholders over the phone to ensure a speedy resolution to their questions
• Maintaining clear and friendly communication with patients and the Clinical team, ensuring a positive customer experience
• Striving to achieve high customer satisfaction ratings through attentive and helpful experiences
• Documenting Client Experience interactions and resolutions accurately, so the next person picking up that patient has what they need
• Flagging friction you notice in the queue, so recurring patient pain points get surfaced rather than just resolved

Collaborating and Following Best Practices

• Following established SOPs, along with privacy and healthcare compliance requirements, in every interaction
• Communicating status and blockers clearly and on time, keeping your lead informed without being asked
• Collaborating with team members to address common issues and share insights

Contributing Beyond the Support Queue

• Taking on tasks such as writing and updating Standard Operating Procedures (SOP) or Help Center articles, refreshing macros and templates, or supporting a process change
• Regularly contribute to team initiatives with direction, support, and guidance from your Team Lead
• Participating in training sessions to enhance your knowledge of our products and services

We need someone who has:

• Fluency in Spanish, both written and verbal
• A high school diploma or equivalent, although a post-secondary degree or relevant certification is a plus
• 1+ years of experience in customer service
• Strong communication skills, both written and verbal, to effectively interact with patients, the Clinical team, and team members
• Excellent problem-solving abilities and a strong willingness to learn
• The ability to work in a fast-paced and rapidly changing environment
• Availability to work additional shifts (including some statutory holidays and weekends) to provide necessary coverage for patient needs, with time-in-lieu offered once completed

It would also be great if you have:

• A basic understanding of healthcare and technology concepts
• Experience in technical support
• Experience working in a fast-paced startup environment
• Experience working in a distributed team environment

Compensation:

• $52,000 - $56,000 CAD a year
• 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!

**Our Hiring Process:**To best set you up for success, here’s what you can expect after you apply

• Application ReviewOur hiring team carefully reviews each application to understand how your skills and experience align with the role. We aim to respond within 14 days of receiving your application. In most cases, we’re much quicker—but as a small team that reviews every application personally, it can take a little longer when we’re hiring for high-volume roles.
• **Take-Home Assignment (1-2 hours)**If your application aligns strongly with the role, you’ll be invited to complete a short take-home assignment that reflects the type of work you'd complete in this role. This helps us understand your approach to practical daily work and helps us assess certain skillsets early in the process. Please note: completing the assignment does not guarantee progression to the next stage of the process.
• **Initial Interview with a Recruiter (45 minutes)**On our first call, you’ll meet with a member of our Talent Acquisition team for a high-level conversation about your background, interests, and alignment with the role and our mission. This also provides an opportunity for you to ask your initial questions about PurposeMed and the role.
• **Interview with the Hiring Manager and Team Lead (1 hour)**In this conversation, we’ll dive deeper into the role and your relevant experience, while also exploring the core competencies needed for the position and how you could contribute to the team.

Do you think you could be our next Client Solutions 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 care of our patients, our teammates, and ourselves. We create spaces that are safe and affirming. 

What we’re offering (based on full-time, permanent roles in Canada & the USA): 

Along with the benefits below, we offer additional programs and supports designed to help you feel your best—both at work and outside of it. 

• 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
• 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

If you are looking for a place that sparks your creativity, helps others, and will push you to be your best, then you’ll love PurposeMed.

PurposeMed is committed to being an equal-opportunity employer, and we highly encourage those from excluded and marginalized communities to apply. This includes groups such as (but not limited to): Indigenous, Black, and racialized communities, trans and non-binary, LGBTQ2S+, disabled, and HIV-positive people. You don’t have to check every single box above. If the job description gets you excited and you think you could contribute your expertise to our team—we hope you’ll apply!

*Most of our roles are performed virtually from home across Canada and the USA. Team members working onsite at Affirming Care pharmacies do need to be physically present.