Operations Specialist – Client Experience

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
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 Îethka 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 Métis and to the Otipemisiwak Métis government, Métis Nation Battle River Territory, Nose Hill Métis District 5 and Elbow Métis District 6.

Who we hope to find:

PurposeMed is looking for an Operations Specialist – Client Experience who can turn strategic program direction into actionable operations across our Client Experience and Clinical Programs. Reporting to the Director, Client Experience, you will partner closely with functional leaders to design, document, and implement repeatable processes, ensuring that high-priority initiatives move efficiently from concept to execution.

In this role, you'll make an impact by:

Owning Client Experience Program Enablement & Execution

• Translating strategic direction and program objectives into clear workflows, trackers, SOPs, dashboards, and communication plans, leveraging data insights to inform priorities and measure impact
• Coordinating program pilots and ensuring enablement materials are complete, accurate, and accessible to stakeholders
• Supporting adoption of new programs, SOPs, and workflows through rollout planning and stakeholder enablement
• Maintaining a single source of truth for operational documentation and implementation assets

Driving Operational Excellence & Process Improvement

• Identifying opportunities to reduce execution bottlenecks and improve workflow efficiency through analysis of operational data and performance metrics
• Standardizing cross-functional enablement practices between Clinical and Client Experience
• Designing and maintaining dashboards, trackers, and reporting to monitor program performance and inform data-driven decisions
• Conducting root cause analysis on process issues and recommending solutions to enhance effectiveness and scalability

Fostering Collaboration and Driving Change

• Acting as a bridge between Directors and individual contributors, translating strategic intent into actionable execution
• Partnering with stakeholders and team members to identify and address barriers to adoption
• Balancing and prioritizing enablement needs across multiple functions, while providing clear updates and documentation to stakeholders
• Gathering feedback and refining enablement assets based on real-world use to ensure continuous improvement

We need someone who has:

• 2-4 years experience in Client Support, including 2+ years building and documenting processes, SOPs, or workflows in a fast-moving environment
• Experience creating engaging internal enablement materials (playbooks, guides, FAQs, training docs)
• The ability to thrive in settings where direction evolves or information is incomplete
• An in-depth understanding of computer fundamentals, with the ability to learn and implement new software or technologies quickly, and troubleshoot technological problems independently
• Strong analytical ability, with experience using data to inform decisions; SQL knowledge is a plus

It would also be great if you have:

• Past experience working in a system administrative role with a ticketing system. Bonus points if you are familiar with Zendesk
• Comfort in using tools like Zapier or Make to create technical solutions with minimal development resources
• Understanding of healthcare compliance and privacy regulations (e.g., PIPEDA, HIPAA)
• A post-secondary degree or diploma in a relevant field such as business administration, project management, or communications

Compensation:

• $73,000 - $84,000 CAD a year
• Earn stock options through our Equity Incentive Plan—connect your efforts to PurposeMed's growth as we work together to improve the lives of our patients across North America.
• 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 Operations Specialist – Client Experience? 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.

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