Team Lead, Patient Success

Team Lead, Patient Success

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+ communitywe'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 mostand 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 ethka 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 Mtis and to the Otipemisiwak Mtis government, Mtis Nation Battle River Territory, Nose Hill Mtis District 5 and Elbow Mtis 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 playercoach, 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 Will 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 :

Surfacing data-driven insights & driving performance optimization :

Providing leadership & team development when the team grows :

We Need Someone Who Has :

It Would Also Be Great If You Have :

Compensation :

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

Do you think you could be our next Team Lead, Patient Success? We look forward to seeing your application!

Why You Should