Client Solutions Specialist (Spanish)

About us: PurposeMed is a Canadian-founded healthtech company established in 2019 with a mission to improve access to complex care for underserved communities. We’ve combined our clinical roots with a drive to scale, and now our exceptional team provides specialized care to thousands of patients every month. PurposeMed consists of Freddie, our complex care business unit, and partner pharmacy network, Affirming Care Pharmacy. Freddie improves sexual health through education, prevention, and treatment with a focus on the LGBTQ2S+ community. As the #1 rated PrEP provider in North America, we’re proudly dismantling barriers to sexual healthcare for patients across both Canada and the USA. Affirming Care Pharmacy provides discreet, specialty prescription delivery across North America. Operating from six central hubs—Calgary, Mississauga, and Toronto in Canada, and Los Angeles, New York City, and San Antonio in the US—the team provides patients with an integrated, end-to-end healthcare experience. We are 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 opportunityLocation & Schedule: Remote (Canada), Monday-Friday, 9am-5pm Mountain TimeThough 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 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 bilingual (English/Spanish) Client Solutions Specialist to join the team! This role will focus on supporting Freddie, the #1 rated PrEP provider in North America. As the first point of contact for PurposeMed's existing and prospective clients, you'll be responsible for delivering an amazing support experience. That means the bar does not just equal a resolved ticket; it is a patient who feels heard, who understands what happens next, and who leaves the interaction more confident in their care than when they arrived.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 Client Experience interactions and resolutions accurately, so the next person picking up that patient has what they need Flagging friction you notice in the queue, so recurring patient pain points get surfaced rather than just resolved Collaborating and Following Best Practices Following established SOPs, along with privacy and healthcare compliance requirements, in every interaction Communicating status and blockers clearly and on time, keeping your lead informed without being asked Collaborating with team members to address common issues and share insights Contributing Beyond the Support Queue Taking on tasks such as writing and updating Standard Operating Procedures (SOP) or Help Center articles, refreshing macros and templates, or supporting a process change Regularly contribute to team initiatives with direction, support, and guidance from your Team Lead Participating in training sessions to enhance your knowledge of our products and services We need someone who has: Fluency in Spanish, both written and verbal 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 and weekends) to provide necessary coverage for patient needs, with time-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