Client Solutions Specialist

The role

You will provide support to existing and prospective clients for Freddie, a PrEP provider. This involves responding to support tickets, speaking with patients over the phone, and documenting interactions.

What you will do

• Responding to incoming support tickets promptly and professionally
• Speaking with patients and key stakeholders over the phone
• Maintaining clear and friendly communication with patients and the Clinical team
• Striving to achieve high customer satisfaction ratings
• Documenting Client Experience interactions and resolutions accurately
• Flagging friction noticed in the queue
• Following established SOPs, privacy, and healthcare compliance requirements
• Communicating status and blockers clearly and on time
• Collaborating with team members to address common issues
• Writing and updating SOPs, Help Center articles, macros, and templates

Required qualifications

• High school diploma or equivalent
• 1+ years of experience in customer service
• Strong communication skills, both written and verbal
• Excellent problem-solving abilities
• Willingness to learn
• Ability to work in a fast-paced and rapidly changing environment
• Availability to work additional shifts including some statutory holidays and weekends

Nice to have

• Post-secondary degree or relevant certification
• 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
• Fluency in Spanish, both written and verbal

Benefits

• Work flexibly within a team that is remote friendly
• 20 vacation days
• Annual winter break closure
• Comprehensive medical, dental, and vision care from first day
• 100% coverage of premiums for employees, with coverage available for dependents
• 8 health/sick days
• Extended mental health coverage
• $20,000 of lifetime coverage for gender-affirming care and procedures (Canada)
• $500 learning fund for courses and professional development
• People Potential program

Before you apply

• Application Review
• Take-Home Assignment (1-2 hours)
• Initial Interview with a Recruiter (45 minutes)
• Interview with the Hiring Manager and Team Lead (1 hour)

About the company

PurposeMed is a Canadian-founded healthtech company established in 2019. It consists of Freddie, a complex care business unit, and Affirming Care Pharmacy.