# Patient Care Operations Associate

> Bask Health · United States (Remote) · Full-time · Posted 2026-11-13

**Workplace:** remote

**Department:** Patient Experience & Support

## Description

## 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, reliable operations are an important part of delivering a consistent software experience. We value people who stay organized, take initiative, communicate clearly, and pay attention to the details that keep complex workflows moving. We believe strong operational coordination helps teams work more effectively and makes it easier to identify and resolve problems before they grow.

## About the Role

We're looking for a Patient Care Operations Associate to support the administrative and operational processes connected to patient-facing workflows within Bask Health's telehealth platform.

This role focuses on non-clinical coordination, workflow monitoring, accurate documentation, and making sure operational issues reach the appropriate teams.

You'll help maintain organized processes that support patient-facing experiences without performing clinical work or making healthcare decisions.

You'll work with internal teams and authorized partners to help ensure assigned operational requests are tracked, documented, and appropriately resolved.

Bask Health provides software that enables entrepreneurs, healthcare businesses, and online merchants to launch and manage direct-to-consumer telehealth services.

Our platform brings together merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.

You'll develop a working understanding of the platform's operational workflows and how different teams interact with them.

You'll help monitor assigned administrative queues and identify requests that require follow-up.

You'll track non-clinical operational tasks from initial identification through completion or appropriate handoff.

You'll maintain accurate records of request status, ownership, and outstanding actions.

You'll identify situations where an assigned workflow appears incomplete, delayed, or blocked.

You'll follow established procedures to determine whether an issue can be resolved administratively or requires escalation.

You'll coordinate with the appropriate internal team when additional information or action is needed.

You'll help ensure operational requests are not overlooked or left without clear ownership.

You'll maintain organized documentation that allows other team members to understand the status of an issue.

You'll support administrative coordination between approved customer support, technical, clinical operations, and pharmacy-related contacts.

You'll recognize that different organizations and authorized professionals may own different parts of a patient's experience.

You'll follow established responsibility boundaries rather than assuming Bask Health controls every step.

You'll help track operational exceptions that affect supported platform workflows.

You'll document the relevant facts, affected workflow, current status, and responsible team.

You'll communicate operational concerns to the appropriate stakeholders using approved channels.

You'll follow up on unresolved administrative requests according to established procedures.

You'll help identify recurring delays, incomplete handoffs, and unclear operational responsibilities.

You'll recommend practical improvements to reduce unnecessary back-and-forth between teams.

You'll assist with organizing internal procedures, task lists, and workflow documentation.

You'll help maintain accurate internal knowledge resources for recurring operational situations.

You'll support routine administrative reviews of assigned workflows.

You'll help identify missing information or incomplete documentation when authorized to do so.

You'll request clarification through approved channels when information is insufficient.

You'll avoid interpreting clinical information or determining whether a patient qualifies for treatment.

You'll never approve or deny clinical services, prescribe medication, or make treatment recommendations.

You'll recognize when a request requires review by a licensed healthcare professional.

You'll refer those matters to the appropriate authorized clinical team.

You'll recognize when a request concerns medication preparation, dispensing, prescription fulfillment, or pharmacy-specific decisions.

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

You'll avoid making promises about treatment approval, prescription availability, or medication fulfillment outcomes.

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

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

You'll use approved systems when documenting or communicating information related to patient-facing workflows.

You'll follow established identity verification and access control procedures when applicable.

You'll recognize and report suspected privacy or security concerns.

You'll collaborate with customer support teams to identify administrative issues affecting patient-facing experiences.

You'll coordinate with merchant success teams when an operational problem involves merchant-controlled settings or workflows.

You'll work with technical support or engineering teams when an issue appears related to software functionality.

You'll provide clear descriptions of operational problems so technical teams can investigate efficiently.

You'll help track technical escalations and maintain appropriate follow-up records.

You'll communicate approved status updates to relevant internal stakeholders.

You'll help identify patterns in recurring operational problems.

You'll contribute to reports or summaries showing outstanding requests, common issues, and workflow delays.

You'll help maintain accurate operational trackers and internal task management systems.

You'll use spreadsheets, ticketing platforms, or other approved tools to organize assigned work.

You'll support improvements to task categorization, ownership, and escalation procedures.

You'll help establish consistent documentation standards for recurring operational activities.

You'll participate in team discussions about process improvements and operational challenges.

You'll assist with reviewing existing procedures to identify unnecessary steps or confusing handoffs.

You'll contribute to clearer instructions and better internal coordination.

You'll support training and knowledge sharing when procedures are updated.

You'll learn new platform workflows and operational tools as responsibilities evolve.

You'll manage multiple assigned tasks while maintaining accuracy and attention to detail.

You'll prioritize work according to established procedures and approved urgency guidelines.

You'll communicate proactively when a task is blocked or additional assistance is required.

You'll avoid guessing when a situation involves unclear responsibilities or sensitive information.

You'll ask the appropriate team for guidance when a request falls outside your authority.

You'll maintain a professional and organized approach to daily operational work.

You'll take responsibility for completing assigned tasks and documenting the outcome.

You'll help improve visibility into unresolved operational issues.

You'll contribute to a reliable and consistent process for coordinating non-clinical patient-related workflows.

You'll work with remote team members across departments and communicate clearly about responsibilities and next steps.

You'll help identify opportunities to reduce manual work and improve administrative efficiency.

You'll support leadership with accurate information about operational bottlenecks and recurring issues.

You'll be comfortable working in an environment where software features, workflows, and team responsibilities may change.

You'll balance speed with accuracy, especially when handling sensitive or time-dependent requests.

We're looking for someone with experience in administrative operations, patient services, healthcare administration, customer support operations, or a related field.

You should be comfortable tracking workflows, organizing information, coordinating with multiple teams, and following detailed procedures.

Healthcare or telehealth experience would be helpful, but this position does not require clinical credentials because it does not involve providing medical care.

Success in this role means maintaining accurate operational records, improving workflow coordination, ensuring issues reach the right teams, and helping non-clinical processes run consistently and efficiently.

## What You'll Do

-   Monitor assigned non-clinical patient-related operational queues.
-   Track administrative requests through completion or appropriate handoff.
-   Maintain accurate records of workflow status, ownership, and outstanding actions.
-   Identify incomplete, delayed, or blocked operational tasks.
-   Follow established procedures for reviewing administrative exceptions.
-   Coordinate with internal teams and authorized partners to resolve operational issues.
-   Maintain organized documentation for assigned requests and follow-ups.
-   Help ensure operational tasks have clear ownership.
-   Support administrative coordination across approved patient-facing workflows.
-   Track recurring workflow delays and operational bottlenecks.
-   Escalate unresolved administrative issues to the appropriate teams.
-   Coordinate with customer support on issues affecting patient-facing experiences.
-   Work with merchant success teams when requests involve merchant-controlled workflows.
-   Coordinate with technical support and engineering on software-related problems.
-   Document operational issues clearly for investigation and follow-up.
-   Track technical escalations and maintain accurate status records.
-   Refer clinical matters to authorized healthcare professionals.
-   Refer pharmacy-specific matters to authorized pharmacy contacts.
-   Avoid providing medical advice or making clinical decisions.
-   Follow approved privacy, security, and information-handling procedures.
-   Use authorized systems to manage sensitive operational information.
-   Follow applicable identity verification and access control procedures.
-   Report suspected privacy or security concerns.
-   Maintain operational trackers, spreadsheets, and task management systems.
-   Contribute to internal procedures, checklists, and knowledge resources.
-   Identify opportunities to improve administrative handoffs and workflow consistency.
-   Support process improvement and operational documentation initiatives.
-   Assist with preparing summaries of outstanding issues and recurring operational problems.
-   Participate in training on platform updates and operational procedures.
-   Manage multiple assigned tasks while maintaining accuracy.
-   Communicate proactively when requests are delayed or blocked.
-   Take ownership of assigned operational responsibilities and follow through consistently.

## Benefits

-   At least 2 years of experience in operations, patient services, healthcare administration, customer support operations, or a closely related role.
-   Experience coordinating administrative tasks or managing operational workflows.
-   Ability to track requests, deadlines, ownership, and follow-up responsibilities.
-   Strong organizational skills and attention to detail.
-   Experience maintaining accurate records, trackers, or task management systems.
-   Comfortable using spreadsheets, web-based software, and internal operational tools.
-   Ability to identify incomplete tasks, missing information, and process bottlenecks.
-   Experience following documented procedures and escalation guidelines.
-   Strong written and verbal communication skills.
-   Ability to coordinate effectively with multiple teams or stakeholders.
-   Experience documenting operational issues and communicating next steps.
-   Strong problem-solving skills and willingness to investigate process issues.
-   Ability to manage multiple requests while maintaining accuracy.
-   Ability to recognize when a request requires specialized assistance.
-   Willingness to follow strict boundaries around clinical and medical information.
-   Understanding of the importance of privacy and secure information handling.
-   Ability to follow identity verification and access control procedures.
-   Experience using ticketing systems, shared inboxes, task management tools, or similar platforms.
-   Ability to work independently while collaborating with a remote team.
-   Strong accountability for assigned tasks and operational follow-through.
-   Ability to learn new software workflows and adapt to process changes.
-   Ability to communicate clearly with technical and non-technical colleagues.
-   Comfortable working with detailed operational procedures and documentation.
-   Availability to collaborate during required U.S. Eastern Time working hours.
-   Strong commitment to accuracy, consistency, and operational efficiency.

## Nice to Have

-   Experience in patient operations or healthcare administrative coordination.
-   Experience working with telehealth or digital health platforms.
-   Experience supporting non-clinical patient-facing workflows.
-   Familiarity with patient intake and online questionnaire processes.
-   Experience tracking operational queues or exception workflows.
-   Experience coordinating administrative tasks between multiple departments.
-   Familiarity with Zendesk, Intercom, Freshdesk, ClickUp, Asana, or similar platforms.
-   Experience maintaining operational spreadsheets and status dashboards.
-   Experience preparing workflow reports or operational summaries.
-   Experience documenting standard operating procedures.
-   Experience identifying recurring operational problems and recommending improvements.
-   Experience coordinating with healthcare providers in an administrative capacity.
-   Experience coordinating with pharmacy operations teams without performing regulated pharmacy activities.
-   Familiarity with healthcare privacy and security practices.
-   Experience following identity verification and access control procedures.
-   Experience supporting SaaS platforms or web-based applications.
-   Familiarity with e-commerce storefront, checkout, and payment workflows.
-   Experience working with technical support or engineering teams.
-   Experience improving cross-functional handoffs and internal communication.
-   Experience working in a remote, distributed operations team.
-   Experience supporting entrepreneurs or direct-to-consumer businesses.

## Apply

[Apply at Bask Health](https://apply.workable.com/bask-health-1/j/C5A5E8DF49/apply)

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