Team Lead, Patient Success at PurposeMed

, , Canada -

Full Time

Start Date

Immediate

Expiry Date

09 Feb, 26

Salary

84000.0

Posted On

11 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Patient Engagement, Customer Success, Leadership, Data Analysis, Communication, Problem Solving, Motivational Interviewing, Process Improvement, Collaboration, Project Management, Healthcare Compliance, Mentorship, Training, Automation, Performance Optimization

Industry

Hospitals and Health Care

Description

About us: PurposeMed was founded in 2019 with the mission of improving access to complex care for underserved communities. We’ve grown quickly in our first few years, and now our exceptional team serves thousands of patients each month across our multiple verticals. PurposeMed consists of three complex care business units: Freddie, Frida, and Foria, and partners with Affirming Care Pharmacy. Freddie is focused on improving sexual health through education, prevention, and treatment with a focus on the LGBTQ2S+ community—we’re the #1 rated PrEP provider in North America, serving patients in both Canada and the USA! Frida is changing the lives of patients with easier access to adult ADHD diagnosis, and fast and affordable treatment. Foria Clinic provides trans, non-binary, and gender-diverse Canadians with gender-affirming healthcare. Affirming Care Pharmacy is a specialty pharmacy with locations in Calgary, Alberta, and Mississauga, Ontario. This partnership provides our patients with an end-to-end healthcare experience, from treatment, to prescription delivery, to continuous affirming care. We’re 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 Team Lead, Patient Success to play a pivotal role in improving patient retention, activation, and long-term engagement for our HIV prevention and care business, Freddie. As our first dedicated Patient Success team member, this individual will serve as a player–coach, operating initially as an individual contributor while laying the foundation for a future Patient Success team. They will establish processes and playbooks that drive measurable improvements in patient activation, retention, and overall satisfaction with their care from Freddie. Over time, this role will evolve to lead a small team of Patient Success Specialists as the business scales. Reporting into the Director, Client Experience, you will directly support patients to navigate critical phases in their care journey, ensuring they overcome common barriers to completing a consultation, filling their prescriptions and staying consistent with their care regimen. In this role, you’ll make an impact by: Engaging with and activating Freddie patients Reaching out to patients at key points in their journey to reduce friction and improve retention and conversion rates Applying motivational interviewing and solution-oriented problem solving to address non-clinical barriers such as cost, insurance coverage, or logistics, while ensuring clinical concerns are referred to clinicians for consultation Developing and maintaining scripts, messaging templates, and engagement playbooks that reinforce our value proposition and patient care philosophy Collaborating with clinicians, support staff, and pharmacy partners to ensure all handoffs are timely, accurate, and patient-centered Representing the voice of the patient internally, advocating for clarity, simplicity, and empathy in every touchpoint Creating structures for operational excellence & driving process improvement Building, refining, and thoroughly documenting scalable processes and workflows to streamline Patient Success operations and ensure reproducibility Partnering with Patient Success and Operations leadership to set clear SLAs and escalation paths for proactive outreach Identifying opportunities for automation and improved data flow across the EHR and communication systems Managing and documenting all initiatives using project briefs and trackers to define ownership and milestones, ensuring effective cross-functional alignment with Operations, Growth, and Product teams Surfacing data-driven insights & driving performance optimization Tracking and analyzing patient retention and activation metrics to identify patterns, gaps, and opportunities for improvement Monitoring performance dashboards and reports to uphold individual and team performance against SLAs and key success metrics Capturing and categorizing patient feedback to inform operational and care improvements Using data insights to drive continuous optimization of outreach cadences, channel mix, and messaging Maintaining transparent updates to stakeholders on performance, challenges, and key learnings Providing leadership & team development when the team grows Serving as a player–coach, combining direct patient outreach with leadership of early-stage Patient Success operations Supporting development of onboarding materials, training guides, and QA standards for future team members Providing coaching, mentorship, and performance feedback as the team expands Partnering with the Director, Client Experience to define hiring profiles and workforce planning for the Patient Success function We need someone who has: 2+ years of experience in patient or customer engagement, navigation, or success (ideally within a healthcare or telemedicine setting) 1+ years of experience in a leadership, mentorship, or training role Comfort working with data-driven insights, including identifying trends and translating them into actionable improvements Exceptional communication skills, both written and verbal Strong problem-solving skills with a proactive mindset Comfort working in a fast-paced, evolving environment It would also be great if you have: Past experience working with a ticketing system like Zendesk An understanding of healthcare compliance and privacy regulations (e.g., PIPEDA, HIPAA) Availability to work additional shifts (including some statutory holidays) to provide necessary coverage for patient needs, with a day-in-lieu offered once completed Compensation: $73,000 - $84,000 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 Review Our 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. 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. 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. Interview with the Hiring Manager (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. Executive Interview (30 minutes) In our final interview, you’ll meet with a member of our executive team. This conversation is an opportunity to cover any remaining competencies, while also giving you deeper insight into our work and culture. Offer (including a background and reference check) Do you think you could be our next Team Lead, Patient Success? 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): 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 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. **Permanent team members (employees) and their dependents are eligible, however, the person receiving the assessment must live in a province or state in which Freddie, Frida, or Foria operates, and be over the age of 18. Additional restrictions apply.

Responsibilities

The Team Lead, Patient Success will engage with and activate patients, ensuring they navigate critical phases in their care journey. This role will also involve establishing processes and playbooks to improve patient retention and satisfaction.