Senior Patient Experience Specialist

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, the patient experience is an important part of how telehealth businesses operate. We value thoughtful communication, attention to detail, reliable follow-through, and people who can help patients navigate administrative and technical challenges while respecting the responsibilities of licensed healthcare professionals.

About the Role

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.

You'll help patients navigate supported platform workflows and understand the next steps in their service experience.

Our platform supports direct-to-consumer telehealth businesses by connecting patient experiences, online questionnaires, checkout processes, clinical workflows, and pharmacy-related operations.

You'll develop a strong understanding of how these workflows connect and where patients may encounter confusion, delays, or technical difficulties.

You'll respond to patient questions through approved communication channels and provide accurate information within established support guidelines.

You'll assist patients with nonclinical questions related to account access, platform navigation, questionnaire completion, checkout processes, and administrative status updates.

You'll help patients understand what information they need to provide and where they can find relevant instructions.

You'll investigate reported platform difficulties and work with internal teams to identify appropriate next steps.

As a senior member of the patient experience function, you'll take ownership of more complex service cases that require additional coordination or careful communication.

You'll help resolve situations involving multiple teams, unclear responsibilities, or repeated patient contacts.

You'll be expected to remain organized and communicate clearly when patients are frustrated or uncertain about what happens next.

You'll coordinate with technical support teams when patients encounter software errors or difficulties completing supported platform workflows.

You'll work with authorized clinical or pharmacy stakeholders when a case involves medical, prescription, medication, or dispensing-related questions.

You'll understand that patient experience specialists do not provide medical advice, make clinical decisions, determine treatment eligibility, or independently resolve prescription-related clinical concerns.

You'll follow established procedures for escalating safety concerns, urgent clinical questions, and other matters outside the patient support team's scope.

You'll provide administrative updates only when the information is verified and appropriate to share.

You'll maintain accurate records of patient communications, reported issues, actions taken, and follow-up commitments.

You'll use approved systems and follow internal privacy and security procedures when handling patient information.

You'll help identify recurring patient questions, common points of confusion, and workflow challenges that affect the overall experience.

You'll share those findings with customer success, product, technical support, and operations teams.

You'll contribute to improvements in patient-facing instructions, support resources, and communication templates.

You'll help develop clear responses to frequently asked questions and identify where additional guidance may reduce unnecessary support contacts.

You'll support quality improvement efforts by reviewing common service issues and recommending practical changes to support processes.

You'll assist with identifying cases that require escalation because of repeated delays, unresolved technical problems, or communication breakdowns.

You'll coordinate follow-up activity so patients receive consistent information and understand the status of their administrative requests.

You'll help establish consistent standards for case documentation, escalation, and communication quality.

You'll also support the training and guidance of less-experienced patient support team members when appropriate.

You'll be expected to demonstrate sound judgment when deciding whether an issue can be resolved through standard support procedures or requires specialist involvement.

You'll work closely with internal stakeholders while maintaining clear boundaries between administrative support and licensed healthcare responsibilities.

You'll contribute to a patient experience that is organized, respectful, and responsive without making promises about medical outcomes, prescriptions, treatment timelines, or pharmacy fulfillment.

This is a senior individual-contributor role with responsibility for complex patient experience cases and support process improvement.

It is not a licensed clinical position, pharmacy position, or formal people-management role.

We're looking for someone with strong customer or patient support experience, excellent communication skills, and a proven ability to manage sensitive situations professionally.

Experience supporting healthcare-related services, digital health platforms, or other complex service environments is particularly valuable.

You should be comfortable working with multiple systems, managing detailed case records, and coordinating across teams.

Success in this role means helping patients receive accurate administrative support, reducing avoidable confusion, improving issue resolution, and identifying opportunities to strengthen the overall service experience.

What You'll Do

• Provide high-quality administrative and technical support to patients through approved communication channels.
• Serve as an escalation point for complex patient experience cases.
• Help patients navigate supported telehealth platform workflows.
• Assist with account access, platform navigation, and general usability questions.
• Support patients experiencing difficulties with online questionnaires.
• Help investigate checkout and other nonclinical platform-related issues.
• Provide accurate administrative status information when authorized and available.
• Identify when patient questions require clinical, pharmacy, or specialist involvement.
• Escalate medical and treatment-related questions to authorized healthcare professionals.
• Route prescription and dispensing concerns to the appropriate authorized teams.
• Follow established procedures for urgent or safety-related concerns.
• Coordinate with technical support teams on patient-facing software issues.
• Work with operations stakeholders to resolve administrative service challenges.
• Take ownership of assigned complex cases and coordinate appropriate follow-up.
• Communicate clearly and professionally with patients experiencing frustration or uncertainty.
• Maintain accurate records of patient communications and support actions.
• Follow privacy and security procedures when handling sensitive patient information.
• Use approved support systems to track cases and escalation activity.
• Identify recurring patient questions and sources of confusion.
• Recommend improvements to patient-facing instructions and help resources.
• Assist with developing and updating support communication templates.
• Support quality reviews of patient experience interactions.
• Help improve case documentation and escalation procedures.
• Coordinate internal follow-ups to reduce repeated or unresolved patient contacts.
• Track recurring service issues and share findings with relevant teams.
• Collaborate with product teams on patient-facing usability concerns.
• Work with customer success teams when patient experience issues affect merchant operations.
• Help develop internal patient support knowledge resources.
• Provide guidance to less-experienced support specialists when appropriate.
• Identify opportunities to improve service consistency and communication quality.
• Maintain clear boundaries between administrative support and clinical responsibilities.
• Take ownership of patient experience issues through appropriate resolution or handoff.

Requirements

• 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.
• Ability to identify when a case requires escalation to another team.
• Strong organizational skills and attention to detail.
• Experience maintaining accurate customer or patient case records.
• Ability to manage multiple active cases and follow-up commitments.
• Experience using customer support, ticketing, or case management systems.
• Comfortable learning and navigating software platforms.
• Ability to troubleshoot basic account access and platform navigation issues.
• Strong judgment when handling sensitive or confidential information.
• Understanding of the importance of patient privacy and appropriate data handling.
• Ability to follow documented procedures and communication guidelines.
• Ability to distinguish administrative support from clinical decision-making.
• Willingness to escalate medical, prescription, and pharmacy-related concerns to authorized professionals.
• Ability to communicate accurate information without making unsupported promises.
• Strong problem-solving skills and a proactive approach to issue resolution.
• Experience collaborating with multiple internal teams.
• Ability to document recurring problems and recommend process improvements.
• Comfortable handling challenging conversations professionally.
• Ability to work independently and take ownership of assigned responsibilities.
• Comfortable working in a remote, cross-functional environment.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Commitment to consistent service quality and appropriate follow-through.

Nice to Have

• Experience in telehealth, digital health, or healthcare technology.
• Background supporting patients through online healthcare services.
• Experience working in healthcare customer service or patient coordination.
• Familiarity with patient intake and online questionnaire workflows.
• Experience supporting subscription-based healthcare services.
• Familiarity with customer support platforms such as Zendesk, Intercom, or similar tools.
• Experience handling escalated or high-priority service cases.
• Experience developing patient support documentation or knowledge base articles.
• Familiarity with HIPAA and healthcare privacy considerations.
• Experience coordinating with clinical or pharmacy operations teams.
• Experience supporting online checkout or payment-related administrative issues.
• Experience working with customer success or technical support teams.
• Familiarity with quality assurance reviews for customer support interactions.
• Experience tracking support metrics and recurring service issues.
• Experience improving escalation workflows or case management processes.
• Experience training or mentoring junior support specialists.
• Familiarity with patient experience improvement initiatives.
• Experience working in a fast-changing SaaS or healthcare services environment.
• Ability to communicate effectively with diverse patient populations.
• Experience identifying opportunities to reduce repeat support contacts.