Operations Specialist – Client Experience

November 7

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PurposeMed

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Healthcare Insurance • Telecommunications

PurposeMed is a healthcare company focused on improving access to complex care for underserved communities by connecting patients with specialized clinicians. The company aims to eliminate barriers to specialist-level healthcare through personalized treatment plans, ongoing care, and pharmacy delivery, integrating seamlessly with the public healthcare system. PurposeMed prioritizes compassionate and judgment-free healthcare, offering rapid access to expert clinicians without the traditional waits and awkward interactions. Based in Canada, the company is affiliated with services that provide HIV prevention, ADHD diagnosis and treatment, and gender-affirming care and hormone therapy—all from the convenience of patients' homes. With a foundation on inclusivity, patient-centered care, and urgency, PurposeMed is physician-led and dedicated to reshaping healthcare experiences.

51 - 200 employees

⚕️ Healthcare Insurance

📡 Telecommunications

💰 Seed Round on 2021-06

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Health insurance • Extended medical, dental, and vision care starting on your first day of work! • 20 vacation days and a team that will remind you to use them! • Annual winter break closure • 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 • $500 learning fund to use towards courses and other professional development • Parental leave program for birthing and non-birthing parents