Patient Experience Specialist — Telehealth Support

Bask Health; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Bask Health is seeking a Patient Experience Associate to support non-clinical patient interactions within its telehealth platform. You will help users navigate platform workflows, resolve routine non-clinical issues, and document details for engineering and merchant partners.

Successful candidates will have strong communication skills, a customer-first mindset, and the ability to follow established procedures in a fast-paced software environment.

Responsibilities

• Respond to assigned non-clinical patient support requests through approved channels.
• Help patients navigate supported platform workflows.
• Assist with routine account access and platform navigation questions.
• Provide approved guidance for completing non-clinical questionnaire and checkout steps.
• Identify and document reported software problems.
• Troubleshoot basic platform issues using approved procedures.
• Escalate unresolved technical problems to the appropriate teams.
• Maintain accurate records of patient interactions and support requests.
• Follow established procedures for tracking open issues and follow-up commitments.
• Communicate clearly and professionally with patients.
• Help patients understand approved next steps for non-clinical issues.
• Coordinate with merchant support teams when requests involve merchant-controlled workflows.
• Route clinical questions to authorized healthcare professionals.
• Route pharmacy-specific matters to authorized pharmacy contacts.
• Avoid providing medical advice or making clinical decisions.
• Follow approved identity verification procedures.
• Protect sensitive information and follow privacy and security requirements.
• Use approved systems and communication channels for patient information.
• Recognize and report potential privacy or security concerns.
• Identify recurring patient-facing software issues.
• Share relevant feedback with support, product, and technical teams.
• Contribute to internal troubleshooting documentation and support resources.
• Help identify confusing patient-facing instructions or platform workflows.
• Participate in training on platform updates and support procedures.
• Follow established escalation and service quality standards.
• Manage multiple assigned support requests and follow-up tasks.
• Ask for guidance when a request falls outside approved procedures.
• Support improvements to non-clinical patient communication.
• Maintain a patient, respectful, and detail-oriented approach.
• Take ownership of assigned requests through resolution or appropriate handoff.

Job description

Bask Health is seeking a Patient Experience Associate to support non-clinical patient interactions within its telehealth platform. You will help users navigate platform workflows, resolve routine non-clinical issues, and document details for engineering and merchant partners.

Successful candidates will have strong communication skills, a customer-first mindset, and the ability to follow established procedures in a fast-paced software environment.