Patient Experience Associate

About Bask Health

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.

We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform.

At Bask, we believe a clear and reliable software experience matters for everyone interacting with the platform. We value people who communicate thoughtfully, pay attention to details, solve problems, and understand when an issue needs to be handled by a specialized team.

About the Role

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.

You'll help patients navigate supported platform experiences, understand where to find information, and resolve routine non-clinical issues.

You'll provide clear, accurate assistance while recognizing when a question requires a licensed healthcare professional, pharmacy team, technical specialist, or other authorized contact.

Bask Health provides software that helps businesses launch and manage direct-to-consumer telehealth services.

The platform includes patient questionnaires, checkout experiences, account-related workflows, and connections to clinical and pharmacy operations.

You'll develop a working understanding of these software experiences so you can help users navigate them appropriately.

You'll assist with routine questions about accessing supported platform features and completing non-clinical steps.

You'll help identify situations where a patient is unable to proceed through an expected platform workflow.

You'll gather relevant details about reported software issues and document them accurately.

You'll troubleshoot basic navigation and access problems using approved procedures.

You'll avoid providing instructions that fall outside the responsibilities or authorization of the patient experience team.

You'll communicate with patients through approved support channels, which may include email, chat, or other systems selected by Bask Health.

You'll provide clear explanations without using unnecessary technical language.

You'll remain professional and patient when assisting people who may be frustrated or confused.

You'll take time to understand the issue before recommending an approved next step.

You'll help patients understand what information or action is needed to resolve a non-clinical platform problem.

You'll maintain accurate records of interactions, reported issues, and follow-up commitments.

You'll follow established procedures for documenting requests and escalating unresolved concerns.

You'll recognize when an issue cannot be resolved through standard troubleshooting.

You'll coordinate with technical support or engineering teams when a platform issue requires additional investigation.

You'll provide relevant information to technical teams so they can investigate problems efficiently.

You'll follow up on open issues according to approved service procedures.

You'll help ensure patients receive accurate updates when a non-clinical issue is being addressed.

You'll work with customer success or merchant support teams when an issue involves a merchant's platform configuration or account responsibilities.

You'll follow established ownership boundaries so requests are directed to the correct organization or team.

You'll recognize when a question concerns a prescription, medication, diagnosis, treatment decision, or other clinical matter.

You'll refer those questions to the appropriate licensed or authorized healthcare professional.

You'll recognize when a question involves medication preparation, dispensing, fulfillment, or pharmacy-specific decisions.

You'll route those matters to the appropriate pharmacy or authorized support channel.

You'll never provide medical advice, recommend medications, interpret clinical information, or make treatment decisions.

You'll avoid making promises about clinical approval, prescription outcomes, medication availability, or fulfillment timelines unless approved information explicitly supports the communication.

You'll follow appropriate privacy, security, and information-handling procedures.

You'll access and share only the information necessary and authorized for your responsibilities.

You'll follow approved identity verification procedures before discussing account-specific information.

You'll use designated systems and communication channels when handling sensitive information.

You'll report suspected privacy or security concerns through established internal procedures.

You'll help identify recurring platform issues that create confusion or prevent patients from completing expected steps.

You'll document common questions and share relevant patterns with the appropriate internal teams.

You'll contribute suggestions for improving patient-facing instructions and support resources.

You'll help maintain accurate internal knowledge articles and troubleshooting guidance.

You'll participate in training to understand new platform features and changes to approved support procedures.

You'll collaborate with customer support, product, and technical teams when appropriate.

You'll help identify unclear error messages, confusing navigation, or other usability issues.

You'll communicate these findings to the appropriate teams rather than making unauthorized changes.

You'll help maintain consistent service quality across assigned support requests.

You'll organize your work to manage multiple conversations and follow-up tasks.

You'll prioritize urgent issues according to established procedures and escalation guidelines.

You'll take responsibility for completing assigned tasks and communicating when additional help is needed.

You'll ask questions when procedures are unclear rather than guessing about sensitive matters.

You'll help create a supportive experience for people who may be unfamiliar with telehealth software.

You'll maintain a professional tone in written and verbal communication.

You'll be comfortable learning new tools and adapting as platform workflows evolve.

You'll work with team members across departments to make sure issues reach the right people.

You'll support continuous improvement by sharing feedback about recurring problems and inefficient processes.

You'll contribute to an environment that values accountability, accuracy, empathy, and clear communication.

We're looking for someone with customer-facing support experience, strong communication skills, and the ability to follow established procedures.

You don't need to be a medical professional for this proposed role, and you will not be responsible for providing clinical advice.

Experience with healthcare technology or patient services would be helpful, but strong customer support experience and the ability to learn software workflows are also valuable.

Success in this role means helping patients navigate approved non-clinical workflows, resolving routine issues accurately, escalating specialized concerns appropriately, and contributing to a consistent, reliable platform experience.

What You'll Do

• Respond to assigned non-clinical patient support requests through approved channels.
• Help patients navigate supported platform workflows.
• Assist with routine account access and platform navigation questions.
• Provide approved guidance for completing non-clinical questionnaire and checkout steps.
• Identify and document reported software problems.
• Troubleshoot basic platform issues using approved procedures.
• Escalate unresolved technical problems to the appropriate teams.
• Maintain accurate records of patient interactions and support requests.
• Follow established procedures for tracking open issues and follow-up commitments.
• Communicate clearly and professionally with patients.
• Help patients understand approved next steps for non-clinical issues.
• Coordinate with merchant support teams when requests involve merchant-controlled workflows.
• Route clinical questions to authorized healthcare professionals.
• Route pharmacy-specific matters to authorized pharmacy contacts.
• Avoid providing medical advice or making clinical decisions.
• Follow approved identity verification procedures.
• Protect sensitive information and follow privacy and security requirements.
• Use approved systems and communication channels for patient information.
• Recognize and report potential privacy or security concerns.
• Identify recurring patient-facing software issues.
• Share relevant feedback with support, product, and technical teams.
• Contribute to internal troubleshooting documentation and support resources.
• Help identify confusing patient-facing instructions or platform workflows.
• Participate in training on platform updates and support procedures.
• Follow established escalation and service quality standards.
• Manage multiple assigned support requests and follow-up tasks.
• Ask for guidance when a request falls outside approved procedures.
• Support improvements to non-clinical patient communication.
• Maintain a patient, respectful, and detail-oriented approach.
• Take ownership of assigned requests through resolution or appropriate handoff.

Requirements

• 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.