[Hiring] Senior Patient Experience Specialist @Bask Health

Role Description

We're looking for a Senior Patient Experience Specialist to help deliver a clear, responsive, and supportive experience for patients using telehealth services powered by Bask Health. This role focuses on patient communication, administrative assistance, service-related troubleshooting, and coordinating the resolution of complex patient experience issues.

• Help patients navigate supported platform workflows and understand the next steps in their service experience.
• Respond to patient questions through approved communication channels and provide accurate information within established support guidelines.
• Assist patients with nonclinical questions related to account access, platform navigation, questionnaire completion, checkout processes, and administrative status updates.
• Investigate reported platform difficulties and work with internal teams to identify appropriate next steps.
• Take ownership of more complex service cases that require additional coordination or careful communication.
• Help resolve situations involving multiple teams, unclear responsibilities, or repeated patient contacts.
• Coordinate with technical support teams when patients encounter software errors or difficulties completing supported platform workflows.
• Work with authorized clinical or pharmacy stakeholders when a case involves medical, prescription, medication, or dispensing-related questions.
• Follow established procedures for escalating safety concerns, urgent clinical questions, and other matters outside the patient support team's scope.
• Maintain accurate records of patient communications, reported issues, actions taken, and follow-up commitments.
• Help identify recurring patient questions, common points of confusion, and workflow challenges that affect the overall experience.
• Support quality improvement efforts by reviewing common service issues and recommending practical changes to support processes.
• Support the training and guidance of less-experienced patient support team members when appropriate.
• Demonstrate sound judgment when deciding whether an issue can be resolved through standard support procedures or requires specialist involvement.

Qualifications

• 3+ years of experience in customer support, patient experience, healthcare administration, customer service, 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 and respectfully with people experiencing frustration or uncertainty.
• Experience resolving service-related issues through established support processes.
• Strong organizational skills and attention to detail.
• Experience using customer support, ticketing, or case management systems.
• Comfortable learning and navigating software platforms.
• Strong judgment when handling sensitive or confidential information.
• Ability to follow documented procedures and communication guidelines.
• Willingness to escalate medical, prescription, and pharmacy-related concerns to authorized professionals.
• Strong problem-solving skills and a proactive approach to issue resolution.
• Ability to work independently and take ownership of assigned responsibilities.

Requirements

• Experience supporting healthcare-related services, digital health platforms, or other complex service environments.
• Ability to manage multiple active cases and follow-up commitments.
• Experience collaborating with multiple internal teams.
• Comfortable handling challenging conversations professionally.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Commitment to consistent service quality and appropriate follow-through.

Benefits

• Opportunity to contribute to a patient experience that is organized, respectful, and responsive.
• Support for quality improvement efforts and process enhancements.
• Engagement with a collaborative team environment.