Job Overview
Location
Remote, Canada
Job Type
Full-time
Category
Customer Success
Date Posted
March 28, 2026
Full Job Description
đź“‹ Description
- • As a CX Coordinator at Felix Health Inc., you will serve as a critical touchpoint in patients’ healthcare journeys, ensuring they feel heard, supported, and empowered through timely, compassionate, and accurate responses via chat and email. Your role directly impacts patient satisfaction, trust, and health outcomes by resolving concerns at the first point of contact and reducing friction in access to care.
- • You will manage a high volume of patient interactions daily, providing personalized support that addresses questions around treatment eligibility, pricing, prescription processes, medication delivery, and follow-up care. This includes collaborating with pharmacy, medical, and logistics partners to coordinate seamless experiences and advocating for patient needs when systemic gaps are identified.
- • You will actively contribute to improving Felix’s patient support framework by identifying recurring issues, documenting insights from conversations, and sharing actionable feedback with product, clinical, and operations teams to drive continuous improvement in service design and patient education.
- • You will play a key role in guiding patients through onboarding, helping them understand treatment options, insurance implications, and next steps — thereby increasing conversion and retention by reducing confusion and building confidence in Felix’s digital-first care model.
- • Working within a mission-driven, fast-paced startup environment, you’ll collaborate closely with cross-functional teams including clinicians, engineers, and operations leads, gaining exposure to how technology, healthcare, and customer experience intersect to scale equitable access to care.
- • This role offers significant ownership and growth potential: you’ll develop deep expertise in telehealth operations, patient communication best practices, and healthcare navigation — skills that are highly transferable and increasingly valuable in the evolving digital health landscape.
🎯 Requirements
- • Proven experience in a customer-facing role, preferably in healthcare, telehealth, or digital services, with demonstrated ability to handle sensitive conversations with empathy and professionalism.
- • Strong written communication skills — ability to convey complex medical, administrative, or technical information clearly, concisely, and in a patient-friendly tone via chat and email.
- • Comfort with learning and navigating multiple internal tools, CRM systems, and healthcare platforms; tech-savvy with a proactive attitude toward mastering new software.
- • Availability to work Wednesday through Sunday, including flexibility to adapt to shifting patient volume patterns across the weekend.
- • Self-directed problem solver who takes initiative, makes sound judgments with limited supervision, and escalates appropriately when clinical or safety concerns arise.
- • Telehealth or digital health background is a strong bonus; familiarity with online prescription processes, virtual care workflows, or patient portals is advantageous.
🏖️ Benefits
- • Comprehensive medical, dental, and vision coverage for you and your dependents, ensuring holistic health support.
- • Generous parental leave policy including maternity and paternity benefits to support family planning and work-life balance.
- • Three weeks of paid vacation annually, plus statutory holidays, to recharge and maintain well-being.
- • Competitive salary package complemented by stock option grants, aligning your success with Felix’s long-term growth.
- • Fully remote-first culture — work from anywhere in Canada with no relocation required, enabling geographic flexibility and inclusivity.
- • Access to professional development opportunities, including mentorship from founders and senior leadership, to accelerate your career in health tech.
Skills & Technologies
Remote
About Felix Health Inc.
Felix Health Inc. is a Canadian telehealth company offering prescription and non-prescription health products and services online. Patients complete digital consultations with licensed clinicians for conditions such as erectile dysfunction, hair loss, birth control, acne, and other chronic or lifestyle health issues. The company then arranges pharmacy fulfillment and discreet home delivery across Canada. Founded in 2019 and headquartered in Toronto, Felix operates under applicable provincial regulations and aims to improve access to care while maintaining clinical oversight and continuity. Services are paid for by patients or their private insurers.
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