[Hiring] Patient Services Specialist @Bask Health

Role Description

We're looking for a Patient Services Specialist to support non-clinical patient service requests, coordinate administrative follow-ups, and help resolve more complex issues within Bask Health's telehealth platform.

• Handle customer or patient concerns, managing service cases, and communicating clearly across multiple teams.
• Help patients navigate supported software workflows, understand approved next steps, and receive appropriate assistance.
• Take ownership of assigned service cases and coordinate with the appropriate teams until each matter is resolved or properly transferred.
• Develop a practical understanding of the non-clinical platform workflows relevant to your assigned responsibilities.
• Assist with patient questions involving supported account, navigation, and administrative processes.
• Provide approved guidance for completing non-clinical steps within the platform.
• Investigate issues that cannot be resolved through basic troubleshooting.
• Gather relevant information to understand the nature of a reported problem.
• Review available support records and prior communications when authorized.
• Identify what actions have already been taken and what additional follow-up is needed.
• Maintain accurate case notes and ensure important details are documented.
• Manage assigned service cases through approved ticketing or case management systems.
• Organize open requests according to established priorities and escalation procedures.
• Help ensure unresolved cases have clear ownership and documented next steps.
• Follow through on administrative requests that require coordination across multiple teams.
• Communicate with patients through approved channels, which may include email, chat, or other designated systems.
• Explain information clearly and avoid unnecessary technical or medical terminology.
• Remain professional when handling sensitive, confusing, or frustrating situations.
• Help patients understand what can be addressed through the support team and what requires assistance from another authorized party.
• Communicate approved updates when a service case remains unresolved.
• Avoid promising outcomes or resolution timelines that have not been confirmed.
• Identify situations where a patient's concern involves multiple operational or technical issues.
• Coordinate with the appropriate teams to clarify responsibilities and next steps.
• Help prevent patients from being repeatedly transferred between teams without a clear reason.
• Recognize when a request belongs to a merchant, licensed healthcare provider, pharmacy, or another authorized organization.
• Follow established ownership boundaries when directing requests.
• Work with merchant success or customer support teams when an issue involves a merchant-controlled workflow.
• Collaborate with technical support and engineering teams when software functionality requires investigation.
• Document technical symptoms, affected workflows, and troubleshooting steps accurately.
• Help ensure technical teams receive sufficient information to investigate reported problems.
• Track the progress of escalated cases and maintain appropriate follow-up.
• Recognize when a question involves a diagnosis, treatment recommendation, prescription decision, or other clinical matter.
• Refer clinical questions to the appropriate licensed or authorized healthcare professional.
• Recognize when a request involves medication preparation, dispensing, fulfillment, or other pharmacy-specific activities.
• Direct those matters to the appropriate pharmacy or authorized support contact.
• Never provide medical advice, interpret clinical information, recommend medications, or make treatment decisions.
• Avoid making statements about whether a patient will qualify for or be approved for treatment.
• Avoid guaranteeing medication availability, prescription fulfillment, or delivery outcomes.
• Follow approved privacy, security, and information-handling procedures.
• Use established identity verification practices before discussing account-specific information.
• Access only the information necessary and authorized for your assigned responsibilities.
• Use approved systems when documenting or communicating sensitive information.
• Recognize and report suspected privacy or security concerns.
• Help identify recurring patient service issues that may indicate broader platform or process problems.
• Document patterns in reported concerns and share them with the appropriate internal teams.
• Contribute suggestions for improving patient-facing instructions and support procedures.
• Help maintain accurate internal knowledge articles, case resolution guides, and escalation documentation.
• Participate in training on new platform features and changes to approved support processes.
• Help identify outdated or confusing support instructions.
• Provide feedback on common questions that could be addressed through clearer guidance or improved software design.
• Collaborate with customer support leadership to improve service consistency and case resolution practices.
• Help identify administrative handoffs that create unnecessary delays.
• Support improvements to case tracking, documentation, and escalation processes.
• Contribute to reports or summaries of recurring service issues when requested.
• Help monitor relevant indicators such as case status, follow-up completion, recurring issues, and service quality.
• Use support data and customer feedback to recommend practical improvements.
• Manage multiple cases while maintaining accuracy and attention to detail.
• Prioritize work according to approved guidelines and established escalation requirements.
• Communicate proactively when a case is blocked or requires additional assistance.
• Ask for guidance when a request falls outside your authority or established procedures.
• Remain organized when coordinating with several teams or handling multiple unresolved requests.
• Take responsibility for completing assigned follow-ups and documenting outcomes.
• Support consistent communication between patient-facing support and internal operational teams.
• Help ensure cases are appropriately resolved, escalated, or transferred rather than left without ownership.
• Be comfortable learning new software tools and adapting to changing platform workflows.
• Contribute to a team environment that values accountability, accuracy, clear communication, and continuous improvement.

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.

Nice to Have

• Experience in a patient services specialist or patient support specialist role.
• Experience working with telehealth or digital health platforms.
• Experience supporting non-clinical patient-facing workflows.
• Familiarity with patient intake and online questionnaire processes.
• Experience investigating web-based account access or platform navigation issues.
• Experience assisting users with online checkout workflows.
• Familiarity with Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, or similar systems.
• Experience managing escalated or complex support cases.
• Experience coordinating administrative requests between multiple departments.
• Familiarity with healthcare privacy and security practices.
• Experience following identity verification procedures.
• Experience maintaining internal support documentation or knowledge bases.
• Experience identifying recurring service issues and recommending improvements.
• Experience supporting SaaS platforms or web-based applications.
• Familiarity with e-commerce storefront and online payment workflows.
• Experience providing support through email and live chat.
• Experience working with technical support or engineering teams.
• Experience improving case management or escalation processes.
• Experience working in a remote, distributed support environment.
• Experience coordinating administrative requests with healthcare or pharmacy operations teams.