Remote Patient Services Specialist - Non-Clinical Support

Bask Health; United States; Hybrid; USD 55,000 - 90,000; Full time

Job summary

Bask Health is seeking a Patient Services Specialist to support non-clinical patient service requests, coordinate administrative follow-ups, and help resolve complex issues within its telehealth platform. The role emphasizes ownership of service cases, cross-team collaboration, and clear, compliant communication with patients and merchants.

The position targets candidates with experience in patient services or customer support, capable of handling escalations, and working within a distributed,

Qualifications

• At least 2 years of experience in patient services, customer support, healthcare administration, or a closely related customer-facing role.
• Experience handling customer or patient concerns that require investigation and follow-up.
• Ability to manage service cases from initial request through resolution or appropriate escalation.
• Strong written and verbal communication skills.
• Ability to explain software and administrative processes clearly.
• Experience using ticketing systems, case management platforms, or shared support tools.
• Strong organizational skills and attention to detail.
• Experience documenting customer interactions, case status, and follow-up responsibilities.
• Ability to manage multiple open requests and competing priorities.
• Strong problem-solving skills and willingness to investigate complex service issues.
• Ability to recognize when a request requires specialized assistance.
• Experience coordinating with multiple teams to resolve customer concerns.
• Ability to remain professional and composed during difficult conversations.
• Comfortable navigating web-based software platforms.
• Experience following established troubleshooting and escalation procedures.
• Willingness to follow strict boundaries around medical and clinical information.
• Understanding of the importance of privacy and secure information handling.
• Ability to follow identity verification and access control procedures.
• Strong accountability for assigned cases and customer follow-up.
• Ability to work independently while collaborating with a remote team.
• Ability to learn new software workflows and adapt to process changes.
• Experience identifying recurring support issues or recommending service improvements.
• Ability to communicate effectively with technical and non-technical colleagues.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong commitment to accuracy, service quality, and consistent follow-through.

Responsibilities

• Manage assigned non-clinical patient service cases.
• Respond to patient questions through approved communication channels.
• Assist with supported account, navigation, and administrative workflows.
• Investigate issues that require more than basic troubleshooting.
• Review relevant support records and prior case activity when authorized.
• Gather and document information needed to understand reported problems.
• Maintain accurate case notes, status updates, and follow-up commitments.
• Track open cases through resolution or appropriate handoff.
• Follow established case prioritization and escalation procedures.
• Communicate clearly and professionally with patients.
• Provide approved explanations and next steps for non-clinical concerns.
• Coordinate administrative follow-ups across authorized teams.
• Work with merchant support teams on merchant-controlled workflow issues.
• Collaborate with technical support and engineering on platform-related problems.
• Document technical issues and troubleshooting steps accurately.
• Track escalated cases and maintain appropriate follow-up.
• Recognize questions that require clinical or pharmacy expertise.
• Refer clinical matters to authorized healthcare professionals.
• Refer pharmacy-specific matters to authorized pharmacy contacts.
• Avoid providing medical advice or making clinical decisions.
• Follow approved privacy, security, and information-handling procedures.
• Use authorized systems for sensitive patient-related information.
• Follow identity verification and access control procedures.
• Report suspected privacy or security concerns.
• Identify recurring patient service problems and operational delays.
• Share relevant issue patterns with support, product, and technical teams.
• Contribute to case resolution guides and internal knowledge resources.
• Support improvements to escalation procedures and administrative handoffs.
• Participate in training on platform updates and support procedures.
• Manage multiple service cases while maintaining accuracy.
• Communicate proactively when requests are delayed or blocked.
• Take ownership of assigned cases and follow through consistently.

Skills

Customer support

Communication

Case management

Remote collaboration

SaaS platforms

Tools

Zendesk

Intercom

Freshdesk

Salesforce Service Cloud

Job description

Bask Health is seeking a Patient Services Specialist to support non-clinical patient service requests, coordinate administrative follow-ups, and help resolve complex issues within its telehealth platform. The role emphasizes ownership of service cases, cross-team collaboration, and clear, compliant communication with patients and merchants.

The position targets candidates with experience in patient services or customer support, capable of handling escalations, and working within a distributed,