# Patient Services Specialist

> 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, we believe reliable communication and thoughtful problem-solving are important parts of a good software experience. We value people who take ownership, pay attention to details, communicate clearly, and understand how to coordinate with the right teams when an issue requires specialized assistance.

## About the Role

We're looking for a Patient Services Specialist to support non-clinical patient service requests, coordinate administrative follow-ups, and help resolve more complex issues within Bask Health's telehealth platform.

This position is intended for someone with experience handling customer or patient concerns, managing service cases, and communicating clearly across multiple teams.

You'll help patients navigate supported software workflows, understand approved next steps, and receive appropriate assistance when an issue cannot be resolved through routine support procedures.

You'll take ownership of assigned service cases and coordinate with the appropriate teams until each matter is resolved or properly transferred.

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

Our platform brings together patient-facing experiences, merchant storefronts, questionnaires, checkout workflows, clinical processes, and pharmacy-related operations.

You'll develop a practical understanding of the non-clinical platform workflows relevant to your assigned responsibilities.

You'll assist with patient questions involving supported account, navigation, and administrative processes.

You'll provide approved guidance for completing non-clinical steps within the platform.

You'll help investigate issues that cannot be resolved through basic troubleshooting.

You'll gather relevant information to understand the nature of a reported problem.

You'll review available support records and prior communications when authorized.

You'll identify what actions have already been taken and what additional follow-up is needed.

You'll maintain accurate case notes and ensure important details are documented.

You'll manage assigned service cases through approved ticketing or case management systems.

You'll organize open requests according to established priorities and escalation procedures.

You'll help ensure unresolved cases have clear ownership and documented next steps.

You'll follow through on administrative requests that require coordination across multiple teams.

You'll communicate with patients through approved channels, which may include email, chat, or other designated systems.

You'll explain information clearly and avoid unnecessary technical or medical terminology.

You'll remain professional when handling sensitive, confusing, or frustrating situations.

You'll help patients understand what can be addressed through the support team and what requires assistance from another authorized party.

You'll communicate approved updates when a service case remains unresolved.

You'll avoid promising outcomes or resolution timelines that have not been confirmed.

You'll identify situations where a patient's concern involves multiple operational or technical issues.

You'll coordinate with the appropriate teams to clarify responsibilities and next steps.

You'll help prevent patients from being repeatedly transferred between teams without a clear reason.

You'll recognize when a request belongs to a merchant, licensed healthcare provider, pharmacy, or another authorized organization.

You'll follow established ownership boundaries when directing requests.

You'll work with merchant success or customer support teams when an issue involves a merchant-controlled workflow.

You'll collaborate with technical support and engineering teams when software functionality requires investigation.

You'll document technical symptoms, affected workflows, and troubleshooting steps accurately.

You'll help ensure technical teams receive sufficient information to investigate reported problems.

You'll track the progress of escalated cases and maintain appropriate follow-up.

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

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

You'll recognize when a request involves medication preparation, dispensing, fulfillment, or other pharmacy-specific activities.

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

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

You'll avoid making statements about whether a patient will qualify for or be approved for treatment.

You'll avoid guaranteeing medication availability, prescription fulfillment, or delivery outcomes.

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

You'll use established identity verification practices before discussing account-specific information.

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

You'll use approved systems when documenting or communicating sensitive information.

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

You'll help identify recurring patient service issues that may indicate broader platform or process problems.

You'll document patterns in reported concerns and share them with the appropriate internal teams.

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

You'll help maintain accurate internal knowledge articles, case resolution guides, and escalation documentation.

You'll participate in training on new platform features and changes to approved support processes.

You'll help identify outdated or confusing support instructions.

You'll provide feedback on common questions that could be addressed through clearer guidance or improved software design.

You'll collaborate with customer support leadership to improve service consistency and case resolution practices.

You'll help identify administrative handoffs that create unnecessary delays.

You'll support improvements to case tracking, documentation, and escalation processes.

You'll contribute to reports or summaries of recurring service issues when requested.

You'll help monitor relevant indicators such as case status, follow-up completion, recurring issues, and service quality.

You'll use support data and customer feedback to recommend practical improvements.

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

You'll prioritize work according to approved guidelines and established escalation requirements.

You'll communicate proactively when a case is blocked or requires additional assistance.

You'll ask for guidance when a request falls outside your authority or established procedures.

You'll remain organized when coordinating with several teams or handling multiple unresolved requests.

You'll take responsibility for completing assigned follow-ups and documenting outcomes.

You'll support consistent communication between patient-facing support and internal operational teams.

You'll help ensure cases are appropriately resolved, escalated, or transferred rather than left without ownership.

You'll be comfortable learning new software tools and adapting to changing platform workflows.

You'll contribute to a team environment that values accountability, accuracy, clear communication, and continuous improvement.

We're looking for someone with experience in patient services, customer support, healthcare administration, or another customer-facing service environment.

You should be comfortable handling more involved support cases, organizing information, coordinating with multiple teams, and following detailed procedures.

Healthcare or telehealth experience would be helpful, but this is a non-clinical position and does not involve providing medical care.

Success in this role means resolving non-clinical service issues accurately, maintaining clear case documentation, coordinating effective handoffs, and ensuring patients receive reliable communication and appropriate assistance.

## What You'll Do

-   Manage assigned non-clinical patient service cases.
-   Respond to patient questions through approved communication channels.
-   Assist with supported account, navigation, and administrative workflows.
-   Investigate issues that require more than basic troubleshooting.
-   Review relevant support records and prior case activity when authorized.
-   Gather and document information needed to understand reported problems.
-   Maintain accurate case notes, status updates, and follow-up commitments.
-   Track open cases through resolution or appropriate handoff.
-   Follow established case prioritization and escalation procedures.
-   Communicate clearly and professionally with patients.
-   Provide approved explanations and next steps for non-clinical concerns.
-   Coordinate administrative follow-ups across authorized teams.
-   Work with merchant support teams on merchant-controlled workflow issues.
-   Collaborate with technical support and engineering on platform-related problems.
-   Document technical issues and troubleshooting steps accurately.
-   Track escalated cases and maintain appropriate follow-up.
-   Recognize questions that require clinical or pharmacy expertise.
-   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 for sensitive patient-related information.
-   Follow applicable identity verification and access control requirements.
-   Report suspected privacy or security concerns.
-   Identify recurring patient service problems and operational delays.
-   Share relevant issue patterns with support, product, and technical teams.
-   Contribute to case resolution guides and internal knowledge resources.
-   Support improvements to escalation procedures and administrative handoffs.
-   Participate in training on platform updates and support procedures.
-   Manage multiple service cases while maintaining accuracy.
-   Communicate proactively when requests are delayed or blocked.
-   Take ownership of assigned cases and follow through consistently.

## Requirements

-   At least 2 years of experience in patient services, customer support, healthcare administration, or a closely related customer-facing role.
-   Experience handling customer or patient concerns that require investigation and follow-up.
-   Ability to manage service cases from initial request through resolution or appropriate escalation.
-   Strong written and verbal communication skills.
-   Ability to explain software and administrative processes clearly.
-   Experience using ticketing systems, case management platforms, or shared support tools.
-   Strong organizational skills and attention to detail.
-   Experience documenting customer interactions, case status, and follow-up responsibilities.
-   Ability to manage multiple open requests and competing priorities.
-   Strong problem-solving skills and willingness to investigate complex service issues.
-   Ability to recognize when a request requires specialized assistance.
-   Experience coordinating with multiple teams to resolve customer concerns.
-   Ability to remain professional and composed during difficult conversations.
-   Comfortable navigating web-based software platforms.
-   Experience following established troubleshooting and escalation procedures.
-   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.
-   Strong accountability for assigned cases and customer follow-up.
-   Ability to work independently while collaborating with a remote team.
-   Ability to learn new software workflows and adapt to process changes.
-   Experience identifying recurring support issues or recommending service improvements.
-   Ability to communicate effectively with technical and non-technical colleagues.
-   Availability to collaborate during required U.S. Eastern Time working hours.
-   Strong commitment to accuracy, service quality, and consistent follow-through.

## Nice to Have

-   Experience in a patient services specialist or patient support specialist role.
-   Experience working with telehealth or digital health platforms.
-   Experience supporting non-clinical patient-facing workflows.
-   Familiarity with patient intake and online questionnaire processes.
-   Experience investigating web-based account access or platform navigation issues.
-   Experience assisting users with online checkout workflows.
-   Familiarity with Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, or similar systems.
-   Experience managing escalated or complex support cases.
-   Experience coordinating administrative requests between multiple departments.
-   Familiarity with healthcare privacy and security practices.
-   Experience following identity verification procedures.
-   Experience maintaining internal support documentation or knowledge bases.
-   Experience identifying recurring service issues and recommending improvements.
-   Experience supporting SaaS platforms or web-based applications.
-   Familiarity with e-commerce storefront and online payment workflows.
-   Experience providing support through email and live chat.
-   Experience working with technical support or engineering teams.
-   Experience improving case management or escalation processes.
-   Experience working in a remote, distributed support environment.
-   Experience coordinating administrative requests with healthcare or pharmacy operations teams.

## Apply

[Apply at Bask Health](https://apply.workable.com/bask-health-1/j/E33ABB19DB/apply)

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