Job Description

About us: PurposeMed’s mission is to improve access to complex care for patients in underserved communities. We are building a platform product that can support additional complex care conditions and patients. We launched in July 2020 after raising a seed round and are exploding with demand from patients to offer more services.
PurposeMed’s first brand, Freddie, is focused on improving sexual health through education, prevention and treatment with a focus on the LGBTQ2S+ community. Freddie enables access to PrEP, an HIV prevention medication that reduces the risk of acquiring HIV by 99%. We’re now the largest HIV prevention service in Canada.
In February 2022, we launched our second brand, Frida, which is focused on improving mental health and happiness through education, diagnosis and treatment. Initially, Frida has created easier access to adult ADHD diagnosis and made treatment fast and affordable.
About the role: We are looking for a Care Coordinator to join our Frida team to provide exceptional and personalized support to our patients through phone, email, and SMS, to help us ensure that our patients have an incredible experience with Frida. The Care Coordinator will serve as the first point of contact for our patients and will continue to guide them through their Frida journey, elevating the patient experience. Though we have an office based in Calgary, this is a remote position that is open to candidates across Canada.
Responsibilities:

• Answering questions and proactively reaching out to patients via chat, phone, email, and SMS.
• Active problem-solving to effectively work with new patient scenarios.
• Learning the Frida process of questionnaires, virtual appointments, labs, and prescriptions while communicating with patients in an empathetic way.
• Managing patients by helping them understand the benefits of Frida and guiding them on how to get the most out of the program.
• Placing calls to our newest patients, welcoming them to the Frida family, and helping their onboarding process in order for them to get the most from Frida.
• Take feedback from Frida patients and incorporate it into how we do things so we can continually improve.
• Assisting in process improvement and developing workflows.

• 1-2 years experience in Customer Success or a similar function, preferably for a consumer-focused technology company.
• Superior communication and conflict-resolution skills that focus on empathy and being a good listener.
• Detail-oriented and able to set priorities to manage time effectively.
• Dynamic team player comfortable with handoffs to other members, with the ability to rapidly adapt to changing environments.
• The ability to multitask between numerous internal platforms while providing a high-quality patient experience.

• Experience with or knowledge of Zendesk.
• Experience working in a fast-paced startup environment.