[Hiring] Patient Support Associate @Bask Health

Role Description

We're looking for a Patient Support Associate to assist with routine, non-clinical patient support requests within Bask Health's telehealth platform, subject to the approved responsibilities of our patient support operations. This is a hands-on support role for someone who enjoys solving problems, communicating with people, and making sure requests are handled accurately.

• Help patients navigate supported platform workflows.
• Troubleshoot basic software issues.
• Document support requests and follow established procedures.
• Escalate matters that require specialized assistance.
• Assist patients with questions about accessing or navigating supported platform features.
• Provide assistance with routine platform access and navigation issues.
• Identify problems that prevent users from progressing through expected software workflows.
• Follow approved troubleshooting steps before escalating an issue.
• Gather relevant details when a patient reports a software problem.
• Document the issue clearly for team understanding.
• Use approved support systems to create, update, and manage assigned tickets.
• Organize your queue and track open requests requiring additional action.
• Ensure support tickets contain accurate descriptions, relevant context, and appropriate next steps.
• Respond to patients through approved communication channels.
• Communicate clearly and professionally, especially during frustrating interactions.
• Avoid unnecessary technical language when explaining routine software issues.
• Follow through on assigned requests until resolved or appropriately transferred.
• Escalate technical issues to the appropriate support or engineering team.
• Provide clear descriptions of the problem and any troubleshooting already completed.
• Coordinate with other internal teams when additional information is required.
• Keep support records updated as issues progress.
• Communicate approved updates to patients when an issue remains unresolved.
• Work with customer success or merchant support teams when a problem involves a merchant-controlled platform configuration.
• Follow established ownership boundaries between Bask Health, merchants, healthcare providers, and pharmacies.
• Recognize when a question concerns medication, diagnosis, treatment, prescription decisions, or other clinical matters and refer those questions to the appropriate licensed or authorized healthcare professional.
• Never provide medical advice, interpret clinical information, recommend medications, or make treatment decisions.
• Follow established privacy, security, and information-handling procedures.
• Use approved identity verification procedures before discussing account-specific information.
• Access only the information necessary and authorized for your responsibilities.
• Recognize and report suspected privacy or security concerns.
• Help maintain accurate support documentation and internal knowledge resources.
• Use approved troubleshooting guides to resolve common issues consistently.
• Identify outdated instructions or unclear support procedures and bring them to the appropriate team.
• Collaborate with technical support, product, and engineering teams when appropriate.
• Participate in training when platform features or support procedures change.
• Manage multiple requests while maintaining attention to detail.
• Ask for assistance when a situation falls outside your knowledge or authority.
• Maintain a calm and professional approach during challenging interactions.
• Take responsibility for accurate documentation and timely follow-up.
• Contribute to a consistent support experience by following established standards.
• Work with colleagues to identify opportunities for improving ticket handling and internal communication.
• Communicate proactively when you encounter obstacles or need clarification.
• Remain flexible as software workflows and support procedures evolve.

Qualifications

• At least 1 year of experience in customer support, customer service, patient services, or a similar customer-facing role.
• Strong written and verbal communication skills.
• Ability to explain software-related steps clearly and simply.
• Comfortable navigating web-based software platforms.
• Experience following established troubleshooting and support procedures.
• Strong organizational skills and attention to detail.
• Ability to recognize when a problem requires escalation.
• Professional communication skills when handling difficult interactions.
• Willingness to follow strict boundaries around clinical and medical information.
• Understanding of the importance of privacy and secure information handling.
• Ability to work independently while collaborating with a remote team.
• Strong accountability for assigned tasks and customer follow-up.
• Availability to collaborate during required U.S. Eastern Time working hours.

Requirements

• Experience responding to customer questions and resolving routine support concerns.
• Ability to document issues accurately and consistently.
• Familiarity with email, chat, ticketing systems, or other digital support tools.
• Ability to manage multiple support requests and follow-up tasks.
• Strong problem-solving skills and willingness to investigate issues.
• Ability to learn new software tools and adapt to workflow changes.
• Ability to communicate effectively with technical and non-technical colleagues.
• Willingness to follow established support standards and escalation guidelines.

Benefits

• Comfortable working in a growing software environment with evolving processes.

Company Description

Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses. Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.