Team Lead, Patient Success

PurposeMed; Calgary; On-site; CAD 73,000 - 84,000; Full time

Job summary

A healthcare solution provider is seeking a Team Lead, Patient Success in Calgary, Canada. This remote position aims to enhance patient engagement and retention in their HIV prevention program. The ideal candidate has significant experience in patient engagement and is capable of leading a future team. Competitive salary of $73,000 – $84,000 CAD per year is offered along with comprehensive benefits.

Benefits

20 vacation days

Health and wellness spending account

Learning fund

Qualifications

• 2+ years of experience in patient or customer engagement, ideally in healthcare.
• 1+ year of experience in a leadership or mentorship role.
• Ability to work with data insights to drive improvements.

Responsibilities

• Engage with and activate patients to improve retention.
• Build scalable processes for Patient Success operations.
• Track and analyze patient retention metrics.

Skills

Patient engagement

Data-driven insights

Problem-solving

Communication

Tools

Zendesk

Job 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 the specialty pharmacy-affiliate, affirming Care Pharmacy.

Permanent, full‑time opportunity

Location: Remote (Canada). Though we have an office based in Calgary, this is a remote position open to candidates across Canada. PurposeMed’s office is located on the unceded and traditional territories of the peoples of the Treaty 7 region, including the Siksika, Piikani, Kainai, and various Stoney Nakoda Nations, and the Tsuut’ina and Métis peoples. We respect and honour those territories.

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, you will operate initially as an individual contributor while building the foundation for a future team. Over time you will lead a small group of Patient Success Specialists.

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 referring clinical concerns to clinicians.
• 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.
• 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 optimisation 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+ year of experience in a leadership, mentorship, or training role.
• Comfort working with data‑driven insights, 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, with 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 one aspect of our total rewards at PurposeMed.

Our Hiring Process

• 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.
• Initial Interview with a Recruiter (45 min) – A high‑level conversation about your background, interests, and alignment with the role and our mission.
• Take‑Home Assignment (1‑2 hrs) – A short assignment reflecting the type of work you would complete in this role.
• Interview with the Hiring Manager (1 hr) – A deeper dive into the role and your relevant experience.
• Executive Interview (30 min) – A final interview with a member of the executive team.
• Offer (including background and reference check).

Why you should join us

• Be part of a team of great people who don’t take themselves too seriously while solving serious problems.
• Make an impact every single day providing compassionate, affirming care to many who have never received the proper support.
• Bring your whole self to work; inclusivity is core to how we care for patients, teammates, and ourselves.

What we’re offering (based on full‑time, permanent roles in Canada)

• Work/life flexibility and time off – Work flexibly within a remote‑friendly team; 20 vacation days and an annual winter break closure.
• Care for your physical and mental health – Extended medical, dental and vision care starting on day 1; 8 wellness days; $500 health and wellness spending account; $2,000 mental‑health coverage with free online counselling and assessments; $20,000 lifetime coverage for gender‑affirming care.
• Investment in your learning and growth – $500 learning fund and a People Potential program to help you grow.
• Family care – $3,400 lifetime coverage for fertility drugs; parental leave program with options for short‑term or long‑term leave.
• Eligible team members and their dependents receive no‑cost access to PurposeMed’s services for Freddie (PrEP), Frida (ADHD assessment), and Foria (gender‑affirming care).

Equal‑Opportunity Statement

PurposeMed is committed to being an equal‑opportunity employer, and we highly encourage those from excluded and marginalized communities to apply. This includes Indigenous, Black, racialised, trans and non‑binary, LGBTQ2S+, disabled, and HIV‑positive people. If the job description excites you and you think you could contribute, we hope you apply!

Additional Notes

• Most of our roles are performed virtually from home across Canada and the USA. Team members working onsite at affirming Care pharmacies need to be physically present.
• Permanent team members (employees) and their dependents are eligible, but the person receiving the assessment must live in a province or state where Freddie, Frida, or Foria operates, and be over 18. Additional restrictions apply.