[Hiring] Patient Care Operations Associate @Bask Health

Role Description

We're looking for a Patient Care Operations Associate to support the administrative and operational processes connected to patient-facing workflows within Bask Health's telehealth platform. This role focuses on non-clinical coordination, workflow monitoring, accurate documentation, and making sure operational issues reach the appropriate teams.

• Help maintain organized processes that support patient-facing experiences without performing clinical work or making healthcare decisions.
• Work with internal teams and authorized partners to ensure assigned operational requests are tracked, documented, and appropriately resolved.
• Develop a working understanding of the platform's operational workflows and how different teams interact with them.
• Monitor assigned administrative queues and identify requests that require follow-up.
• Track non-clinical operational tasks from initial identification through completion or appropriate handoff.
• Maintain accurate records of request status, ownership, and outstanding actions.
• Identify situations where an assigned workflow appears incomplete, delayed, or blocked.
• Follow established procedures to determine whether an issue can be resolved administratively or requires escalation.
• Coordinate with the appropriate internal team when additional information or action is needed.
• Help ensure operational requests are not overlooked or left without clear ownership.
• Maintain organized documentation that allows other team members to understand the status of an issue.
• Support administrative coordination between approved customer support, technical, clinical operations, and pharmacy-related contacts.
• Track operational exceptions that affect supported platform workflows.
• Document relevant facts, affected workflow, current status, and responsible team.
• Communicate operational concerns to the appropriate stakeholders using approved channels.
• Follow up on unresolved administrative requests according to established procedures.
• Help identify recurring delays, incomplete handoffs, and unclear operational responsibilities.
• Recommend practical improvements to reduce unnecessary back-and-forth between teams.
• Assist with organizing internal procedures, task lists, and workflow documentation.
• Support routine administrative reviews of assigned workflows.
• Help identify missing information or incomplete documentation when authorized to do so.
• Request clarification through approved channels when information is insufficient.
• Avoid interpreting clinical information or determining whether a patient qualifies for treatment.
• Never approve or deny clinical services, prescribe medication, or make treatment recommendations.
• Recognize when a request requires review by a licensed healthcare professional.
• Refer those matters to the appropriate authorized clinical team.
• Recognize when a request concerns medication preparation, dispensing, prescription fulfillment, or pharmacy-specific decisions.
• Route those matters to the appropriate pharmacy or authorized contact.
• Avoid making promises about treatment approval, prescription availability, or medication fulfillment outcomes.
• Follow approved privacy, security, and information-handling procedures.
• Access only the information necessary and authorized for your assigned responsibilities.
• Use approved systems when documenting or communicating information related to patient-facing workflows.
• Follow established identity verification and access control procedures when applicable.
• Recognize and report suspected privacy or security concerns.
• Collaborate with customer support teams to identify administrative issues affecting patient-facing experiences.
• Coordinate with merchant success teams when an operational problem involves merchant-controlled settings or workflows.
• Work with technical support or engineering teams when an issue appears related to software functionality.
• Provide clear descriptions of operational problems so technical teams can investigate efficiently.
• Help track technical escalations and maintain appropriate follow-up records.
• Communicate approved status updates to relevant internal stakeholders.
• Help identify patterns in recurring operational problems.
• Contribute to reports or summaries showing outstanding requests, common issues, and workflow delays.
• Help maintain accurate operational trackers and internal task management systems.
• Use spreadsheets, ticketing platforms, or other approved tools to organize assigned work.
• Support improvements to task categorization, ownership, and escalation procedures.
• Help establish consistent documentation standards for recurring operational activities.
• Participate in team discussions about process improvements and operational challenges.
• Assist with reviewing existing procedures to identify unnecessary steps or confusing handoffs.
• Contribute to clearer instructions and better internal coordination.
• Support training and knowledge sharing when procedures are updated.
• Learn new platform workflows and operational tools as responsibilities evolve.
• Manage multiple assigned tasks while maintaining accuracy and attention to detail.
• Prioritize work according to established procedures and approved urgency guidelines.
• Communicate proactively when a task is blocked or additional assistance is required.
• Avoid guessing when a situation involves unclear responsibilities or sensitive information.
• Ask the appropriate team for guidance when a request falls outside your authority.
• Maintain a professional and organized approach to daily operational work.
• Take responsibility for completing assigned tasks and documenting the outcome.
• Help improve visibility into unresolved operational issues.
• Contribute to a reliable and consistent process for coordinating non-clinical patient-related workflows.
• Work with remote team members across departments and communicate clearly about responsibilities and next steps.
• Help identify opportunities to reduce manual work and improve administrative efficiency.
• Support leadership with accurate information about operational bottlenecks and recurring issues.
• Be comfortable working in an environment where software features, workflows, and team responsibilities may change.
• Balance speed with accuracy, especially when handling sensitive or time-dependent requests.

Qualifications

• At least 2 years of experience in operations, patient services, healthcare administration, customer support operations, or a closely related role.
• Experience coordinating administrative tasks or managing operational workflows.
• Ability to track requests, deadlines, ownership, and follow-up responsibilities.
• Strong organizational skills and attention to detail.
• Experience maintaining accurate records, trackers, or task management systems.
• Comfortable using spreadsheets, web-based software, and internal operational tools.
• Ability to identify incomplete tasks, missing information, and process bottlenecks.
• Experience following documented procedures and escalation guidelines.
• Strong written and verbal communication skills.
• Ability to coordinate effectively with multiple teams or stakeholders.
• Experience documenting operational issues and communicating next steps.
• Strong problem-solving skills and willingness to investigate process issues.
• Ability to manage multiple requests while maintaining accuracy.
• Ability to recognize when a request requires specialized assistance.
• Willingness to follow strict boundaries around clinical and medical information.
• Understanding of the importance of privacy and secure information handling.
• Ability to follow identity verification and access control procedures.
• Experience using ticketing systems, shared inboxes, task management tools, or similar platforms.
• Ability to work independently while collaborating with a remote team.
• Strong accountability for assigned tasks and operational follow-through.
• Ability to learn new software workflows and adapt to process changes.
• Ability to communicate clearly with technical and non-technical colleagues.
• Comfortable working with detailed operational procedures and documentation.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong commitment to accuracy, consistency, and operational efficiency.

Nice to Have

• Experience in patient operations or healthcare administrative coordination.
• Experience working with telehealth or digital health platforms.
• Experience supporting non-clinical patient-facing workflows.
• Familiarity with patient intake and online questionnaire processes.
• Experience tracking operational queues or exception workflows.
• Experience coordinating administrative tasks between multiple departments.
• Familiarity with Zendesk, Intercom, Freshdesk, ClickUp, Asana, or similar platforms.
• Experience maintaining operational spreadsheets and status dashboards.
• Experience preparing workflow reports or operational summaries.
• Experience documenting standard operating procedures.
• Experience identifying recurring operational problems and recommending improvements.
• Experience coordinating with healthcare providers in an administrative capacity.
• Experience coordinating with pharmacy operations teams without performing regulated pharmacy activities.
• Familiarity with healthcare privacy and security practices.
• Experience following identity verification and access control procedures.
• Experience supporting SaaS platforms or web-based applications.
• Familiarity with e-commerce storefront, checkout, and payment workflows.
• Experience working with technical support or engineering teams.
• Experience improving cross-functional handoffs and internal communication.
• Experience working in a remote, distributed operations team.
• Experience supporting entrepreneurs or direct-to-consumer businesses.