Senior Patient Experience Lead - Remote (ET Hours)

Bask Health; United States; Remote; USD 55,000 - 80,000; Full time

Job summary

Bask Health is seeking a Senior Patient Experience Specialist to deliver a clear, responsive experience for patients using Bask Health’s telehealth platform. You will handle administrative tasks, account access, and nonclinical support across multiple teams to resolve complex issues.

As a senior IC, you’ll own more complex cases, coordinate with product, engineering, and clinical stakeholders, and help improve support processes while maintaining patient privacy and accurate documentation.

Qualifications

• 3+ years of experience in customer support, patient experience, healthcare administration, or a closely related service role.
• Demonstrated experience managing complex customer or patient support cases.
• Strong written and verbal communication skills.
• Ability to communicate clearly with people experiencing frustration or uncertainty.
• Experience resolving service-related issues through established support processes.
• Ability to identify when a case requires escalation to another team.
• Strong organizational skills and attention to detail.
• Experience maintaining accurate customer or patient case records.
• Ability to manage multiple active cases and follow-up commitments.

Responsibilities

• Provide high-quality administrative and technical support to patients through approved communication channels.
• Serve as an escalation point for complex patient experience cases.
• Help patients navigate supported telehealth platform workflows.
• Assist with account access, platform navigation, and general usability questions.
• Support patients experiencing difficulties with online questionnaires.
• Help investigate checkout and other nonclinical platform-related issues.
• Provide accurate administrative status information when authorized and available.
• Identify when patient questions require clinical, pharmacy, or specialist involvement.
• Escalate medical and treatment-related questions to authorized healthcare professionals.
• Route prescription and dispensing concerns to the appropriate authorized teams.
• Follow established procedures for urgent or safety-related concerns.
• Coordinate with technical support teams on patient-facing software issues.
• Work with operations stakeholders to resolve administrative service challenges.
• Take ownership of assigned complex cases and coordinate appropriate follow-up.
• Communicate clearly and professionally with patients experiencing frustration or uncertainty.
• Maintain accurate records of patient communications and support actions.
• Follow privacy and security procedures when handling sensitive patient information.
• Use approved support systems to track cases and escalation activity.
• Identify recurring patient questions and sources of confusion.
• Recommend improvements to patient-facing instructions and help resources.
• Assist with developing and updating support communication templates.
• Support quality reviews of patient experience interactions.
• Help improve case documentation and escalation procedures.
• Coordinate internal follow-ups to reduce repeated or unresolved patient contacts.
• Track recurring service issues and share findings with relevant teams.
• Collaborate with product teams on patient-facing usability concerns.
• Work with customer success teams when patient experience issues affect merchant operations.
• Provide guidance to less-experienced support specialists when appropriate.
• Identify opportunities to improve service consistency and communication quality.
• Maintain clear boundaries between administrative support and clinical responsibilities.
• Take ownership of patient experience issues through appropriate resolution or handoff.

Skills

HIPAA-adjacent data handling

Escalation design

Telehealth platform operations

Knowledge base development

Job description

Bask Health is seeking a Senior Patient Experience Specialist to deliver a clear, responsive experience for patients using Bask Health’s telehealth platform. You will handle administrative tasks, account access, and nonclinical support across multiple teams to resolve complex issues.

As a senior IC, you’ll own more complex cases, coordinate with product, engineering, and clinical stakeholders, and help improve support processes while maintaining patient privacy and accurate documentation.