Remote Patient Support Specialist

Bask Health; United States; Remote; USD 25,000 - 34,000; Full time

Job summary

Bask Health is seeking a Patient Support Associate to help with non-clinical patient support within our telehealth platform. The role focuses on documenting issues, following documented processes, and escalating when specialized assistance is needed.

Ideal candidates enjoy solving problems, communicating clearly, and ensuring requests are handled accurately. This is a hands-on, customer-facing position with remote work and collaboration across the Bask Health team.

Qualifications

• At least 1 year of experience in customer support or related role.
• Strong written and verbal communication skills.
• Experience with web-based software and ticketing systems.
• Ability to document issues accurately and follow procedures.
• Comfort working remotely with distributed teams.
• Availability to work U.S. Eastern Time hours.

Responsibilities

• Respond to assigned non-clinical patient support requests through approved channels.
• Assist patients with routine platform access and navigation questions.
• Help users follow approved instructions for supported software workflows.
• Troubleshoot basic technical issues using established procedures.
• Create, update, and manage assigned support tickets.
• Document reported problems and troubleshooting steps accurately.
• Categorize and prioritize support requests according to approved guidelines.
• Track open issues and follow-up responsibilities.
• Communicate clearly and professionally with patients.
• Provide approved instructions and next steps for routine issues.
• Escalate unresolved technical problems to the appropriate teams.
• Coordinate with technical support and engineering when necessary.
• Maintain accurate records as support requests progress.
• Follow through on assigned issues until resolution or appropriate handoff.
• Coordinate with merchant support teams when requests involve merchant-controlled workflows.
• Recognize questions that require clinical or pharmacy expertise.
• Refer medical and treatment-related questions to authorized healthcare professionals.
• Refer pharmacy-specific matters to authorized pharmacy contacts.

Skills

Customer-facing support

Written communication

Remote collaboration

Education

High school diploma

Tools

Zendesk

Intercom

Freshdesk

Job description

Bask Health is seeking a Patient Support Associate to help with non-clinical patient support within our telehealth platform. The role focuses on documenting issues, following documented processes, and escalating when specialized assistance is needed.

Ideal candidates enjoy solving problems, communicating clearly, and ensuring requests are handled accurately. This is a hands-on, customer-facing position with remote work and collaboration across the Bask Health team.