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
Schedule:
- Opening 1: Sunday-Thursday, 9am-5pm MT
- Opening 2: Monday-Friday, 8am-4pm MT
Location - Remote (Canada)
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 Mountain 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 full-time 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. This role will focus on supporting Freddie, the #1 rated PrEP provider in North America, where you'll play a key role in helping patients and clinical teams navigate care with confidence and ease. 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:
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 and Sharing Knowledge
- 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 and Following Best Practices
- Collaborating with team members to address common issues and share insights
- Following established Standard Operating Procedures (SOPs) for handling support tickets
We need someone who has:
- 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) to provide necessary coverage for patient needs, with a day-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:
- $50,000 - $55,000 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. - 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):
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.
