Client Solutions Specialist
Purpose Med
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 now the largest HIV prevention service in Canada! Our second vertical, Frida, is focused on improving mental health and happiness through education, diagnosis, and treatment. Frida is changing the lives of patients with easier access to adult ADHD diagnosis, and fast and affordable treatment. Foria was recently launched in 2023 and is a virtual clinic providing 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 one of LinkedIn’s Top 15 Startups in Canada, the #2 Company-to-Watch in Deloitte’s prestigious Technology Fast 50® program, and a member of the Team True North® roster as one of Canada’s fastest-growing and most promising startups. Our culture is highly mission-driven; our team is passionate about bringing healthcare to those who need it most. Best of all—we have fun doing it.
Permanent, full-time opportunity
Location - Remote (Canada)
Working hours: 9am-5pm Eastern Time
Though we have an office based in Calgary, this is a remote position that is open to candidates across Canada (with working hours being in Eastern Time). 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 Client Solutions Specialist to join the team! As a Client Solutions Specialist, you’ll have the opportunity to personally impact the future of healthcare by directly assisting clients, including patients and the Clinical team, to access and use our platform. As the first point of contact for PurposeMed's existing and prospective clients, you'll be responsible for delivering an amazing support experience by resolving and escalating front-line inquiries received through a variety of channels.
In this role, you’ll make an impact by:
- 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.
- Documenting Client Experience interactions and resolutions accurately for future reference.
- Writing new, and updating existing knowledge base articles in our Help Center.
- Participating in training sessions to enhance your knowledge of our products and services.
- Collaborating with team members to address common issues and share insights.
- Following established Standard Operating Procedures (SOPs) for handling support tickets.
- Striving to achieve high customer satisfaction ratings through attentive and helpful experiences.
We need someone who has:
- A high school diploma or equivalent, although a post-secondary degree or relevant certification is a plus.
- 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.
- Ability to work in a fast-paced and rapidly changing environment.
- Availability to work additional shifts (including some statutory holidays) to provide necessary coverage for patient needs, with a day-in-lieu offered once completed.
It would also be great if you have:
- Basic understanding of healthcare and technology concepts.
- Customer service experience, added bonus for experience in technical support or a fast-paced startup environment.
- Experience working in a distributed team environment.
Compensation:
- $50,000 - $55,000 CAD / USD 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!
Do you think you could be our next Client Solutions Specialist? We look forward to seeing your application!
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):
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-op
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 and follow-up appointments
- 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. 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 in which Freddie, Frida, or Foria operates, and be over the age of 18.
