Team Lead, Patient Success

2+ years of experience in patient or customer engagement, navigation, or success (ideally within a healthcare or telemedicine setting) 1+ years of experience in a leadership, mentorship, or training role Comfort working with data-driven insights Exceptional communication skills, both written and verbal Strong problem-solving skills with a proactive mindset Comfort working in a fast-paced, evolving environment Past experience working with a ticketing system like Zendesk (great to have) Understanding of healthcare compliance and privacy regulations (e.g., PIPEDA, HIPAA) (great to have) Availability to work additional shifts (including some statutory holidays) (great to have)

Engage with and activate Freddie patients Reach out to patients at key points to reduce friction and improve retention Apply motivational interviewing and solution-oriented problem solving for non-clinical barriers Develop and maintain scripts, messaging templates, and engagement playbooks Collaborate with clinicians, support staff, and pharmacy partners Represent the voice of the patient internally Build, refine, and document scalable processes and workflows Partner with leadership to set clear SLAs and escalation paths Identify opportunities for automation and improved data flow Manage and document all initiatives using project briefs and trackers Track and analyze patient retention and activation metrics Monitor performance dashboards and reports Capture and categorize patient feedback Use data insights to drive continuous optimization of outreach Provide transparent updates to stakeholders on performance Serve as a player-coach Support development of onboarding materials, training guides, and QA standards Provide coaching, mentorship, and performance feedback Partner with Director to define hiring profiles and workforce planning