[Hiring] Patient Experience Associate @Bask Health

Role Description

We're looking for a Patient Experience Associate to support non-clinical patient interactions within Bask Health's telehealth platform, subject to the approved scope of our patient support operations. This role is designed for someone who enjoys helping people, communicates clearly, and can work through software-related questions with patience and attention to detail.

• Help patients navigate supported platform experiences, understand where to find information, and resolve routine non-clinical issues.
• Provide clear, accurate assistance while recognizing when a question requires a licensed healthcare professional, pharmacy team, technical specialist, or other authorized contact.
• Develop a working understanding of software experiences to help users navigate them appropriately.
• Assist with routine questions about accessing supported platform features and completing non-clinical steps.
• Gather relevant details about reported software issues and document them accurately.
• Troubleshoot basic navigation and access problems using approved procedures.
• Avoid providing instructions that fall outside the responsibilities or authorization of the patient experience team.
• Communicate with patients through approved support channels, which may include email, chat, or other systems selected by Bask Health.
• Provide clear explanations without using unnecessary technical language.
• Remain professional and patient when assisting people who may be frustrated or confused.
• Take time to understand the issue before recommending an approved next step.
• Help patients understand what information or action is needed to resolve a non-clinical platform problem.
• Maintain accurate records of interactions, reported issues, and follow-up commitments.
• Follow established procedures for documenting requests and escalating unresolved concerns.
• Recognize when an issue cannot be resolved through standard troubleshooting.
• Coordinate with technical support or engineering teams when a platform issue requires additional investigation.
• Provide relevant information to technical teams for efficient problem investigation.
• Follow up on open issues according to approved service procedures.
• Help ensure patients receive accurate updates when a non-clinical issue is being addressed.
• Work with customer success or merchant support teams when an issue involves a merchant's platform configuration or account responsibilities.
• Follow established ownership boundaries so requests are directed to the correct organization or team.
• Recognize when a question concerns a prescription, medication, diagnosis, treatment decision, or other clinical matter and refer those questions to the appropriate licensed or authorized healthcare professional.
• Route pharmacy-specific matters to the appropriate pharmacy or authorized support channel.
• Never provide medical advice, recommend medications, interpret clinical information, or make treatment decisions.
• Avoid making promises about clinical approval, prescription outcomes, medication availability, or fulfillment timelines unless approved information explicitly supports the communication.
• Follow appropriate privacy, security, and information-handling procedures.
• Access and share only the information necessary and authorized for your responsibilities.
• Follow approved identity verification procedures before discussing account-specific information.
• Use designated systems and communication channels when handling sensitive information.
• Report suspected privacy or security concerns through established internal procedures.
• Help identify recurring platform issues that create confusion or prevent patients from completing expected steps.
• Document common questions and share relevant patterns with the appropriate internal teams.
• Contribute suggestions for improving patient-facing instructions and support resources.
• Help maintain accurate internal knowledge articles and troubleshooting guidance.
• Participate in training to understand new platform features and changes to approved support procedures.
• Collaborate with customer support, product, and technical teams when appropriate.
• Help identify unclear error messages, confusing navigation, or other usability issues.
• Communicate these findings to the appropriate teams rather than making unauthorized changes.
• Help maintain consistent service quality across assigned support requests.
• Organize your work to manage multiple conversations and follow-up tasks.
• Prioritize urgent issues according to established procedures and escalation guidelines.
• Take responsibility for completing assigned tasks and communicating when additional help is needed.
• Ask questions when procedures are unclear rather than guessing about sensitive matters.
• Help create a supportive experience for people who may be unfamiliar with telehealth software.
• Maintain a professional tone in written and verbal communication.
• Be comfortable learning new tools and adapting as platform workflows evolve.
• Work with team members across departments to ensure issues reach the right people.
• Support continuous improvement by sharing feedback about recurring problems and inefficient processes.
• Contribute to an environment that values accountability, accuracy, empathy, and clear communication.

Qualifications

• At least 1 year of experience in customer support, customer service, patient services, or a similar customer-facing role.
• Experience communicating directly with customers or users to resolve questions and concerns.
• Strong written and verbal communication skills.
• Ability to explain software processes clearly and simply.
• Comfortable learning and navigating web-based software platforms.
• Experience following established support procedures and troubleshooting instructions.
• Ability to recognize when an issue requires escalation.
• Strong attention to detail when documenting customer interactions.
• Ability to manage multiple requests and follow-up responsibilities.
• Professional and respectful communication skills.
• Ability to remain calm and organized during difficult conversations.
• Strong problem-solving skills and willingness to investigate issues.
• Ability to distinguish between routine support questions and specialized matters.
• 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.
• Experience using email, chat, ticketing systems, or similar support tools.
• Ability to work independently while collaborating with remote team members.
• Strong organizational skills and accountability for assigned tasks.
• Willingness to learn new workflows and adapt to software updates.
• Ability to communicate clearly with technical and non-technical colleagues.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Comfortable working in a growing software environment with evolving processes.
• Strong commitment to accuracy, follow-through, and service quality.

Nice to Have

• Experience supporting patients through a healthcare technology platform.
• Experience working in a telehealth or digital health environment.
• Experience in a non-clinical patient services or patient support role.
• Familiarity with online patient intake or questionnaire workflows.
• Experience assisting users with web-based checkout processes.
• Experience supporting account access and authentication issues.
• Familiarity with Zendesk, Intercom, Freshdesk, or similar support platforms.
• Experience documenting technical issues for engineering or support teams.
• Experience collaborating with clinical or pharmacy operations teams in an administrative capacity.
• Familiarity with healthcare privacy and security practices.
• Experience following detailed identity verification procedures.
• Experience maintaining customer support knowledge bases.
• Experience identifying recurring support issues and recommending improvements.
• Experience supporting users of SaaS platforms.
• Familiarity with e-commerce or online storefront workflows.
• Experience communicating with customers through both email and live chat.
• Experience supporting customers in a remote work environment.
• Experience managing high volumes of customer inquiries.
• Experience following formal escalation and incident reporting procedures.
• Experience working with entrepreneurs or direct-to-consumer businesses.