Patient Support 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 understand that reliable support is an important part of a good software experience. We value people who communicate clearly, pay attention to details, follow through on their responsibilities, and know when to involve the right team to resolve an issue.

About the Role

We're looking for a Patient Support Associate to assist with routine, non-clinical patient support requests within Bask Health's telehealth platform, subject to the approved responsibilities of our patient support operations.

This is a hands-on support role for someone who enjoys solving problems, communicating with people, and making sure requests are handled accurately.

You'll help patients navigate supported platform workflows, troubleshoot basic software issues, and understand the appropriate next steps when they encounter a problem.

You'll be responsible for documenting support requests, following established procedures, and escalating matters that require specialized assistance.

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

The 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 software workflows relevant to your assigned responsibilities.

You'll assist patients who have questions about accessing or navigating supported platform features.

You'll help users understand approved instructions for completing non-clinical steps.

You'll provide assistance with routine platform access and navigation issues.

You'll help identify problems that prevent users from progressing through expected software workflows.

You'll follow approved troubleshooting steps before escalating an issue.

You'll gather relevant details when a patient reports a software problem.

You'll document the issue clearly so another team member can understand what happened.

You'll use approved support systems to create, update, and manage assigned tickets.

You'll organize your queue and track open requests that require additional action.

You'll help ensure support tickets contain accurate descriptions, relevant context, and appropriate next steps.

You'll follow established procedures for categorizing and prioritizing requests.

You'll respond to patients through approved communication channels, which may include email, chat, or other designated systems.

You'll communicate clearly and professionally, especially when someone is confused or frustrated.

You'll avoid unnecessary technical language when explaining routine software issues.

You'll make sure patients understand what actions they can take and what the support team will do next.

You'll avoid making promises about resolution times or outcomes unless those commitments are supported by approved procedures.

You'll follow through on assigned requests until they are resolved or appropriately transferred.

You'll recognize when a problem cannot be resolved using standard troubleshooting procedures.

You'll escalate technical issues to the appropriate support or engineering team.

You'll provide clear descriptions of the problem and any troubleshooting already completed.

You'll coordinate with other internal teams when additional information is required.

You'll keep support records updated as issues progress.

You'll communicate approved updates to patients when an issue remains unresolved.

You'll help prevent requests from being overlooked or left without appropriate ownership.

You'll work with customer success or merchant support teams when a problem involves a merchant-controlled platform configuration.

You'll follow established ownership boundaries between Bask Health, merchants, healthcare providers, and pharmacies.

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

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

You'll recognize when a question involves prescription fulfillment, dispensing, medication preparation, or pharmacy operations.

You'll direct pharmacy-specific concerns to the appropriate authorized team.

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 be approved for treatment.

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

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

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

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

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

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

You'll help maintain accurate support documentation and internal knowledge resources.

You'll use approved troubleshooting guides to resolve common issues consistently.

You'll identify outdated instructions or unclear support procedures and bring them to the appropriate team.

You'll help document recurring support questions and technical problems.

You'll share patterns that may indicate a broader software issue.

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

You'll provide clear feedback about common errors, confusing platform steps, and recurring user difficulties.

You'll participate in training when platform features or support procedures change.

You'll learn how to use internal support tools and follow established workflows.

You'll manage multiple requests while maintaining attention to detail.

You'll prioritize requests according to approved guidelines rather than personal assumptions.

You'll ask for assistance when a situation falls outside your knowledge or authority.

You'll maintain a calm and professional approach during challenging interactions.

You'll take responsibility for accurate documentation and timely follow-up.

You'll help ensure support requests are routed to the correct teams.

You'll contribute to a consistent support experience by following established standards.

You'll work with colleagues to identify opportunities for improving ticket handling and internal communication.

You'll be comfortable working independently while staying connected with a remote team.

You'll communicate proactively when you encounter obstacles or need clarification.

You'll remain flexible as software workflows and support procedures evolve.

You'll help improve the reliability and consistency of routine patient support operations.

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

You should be comfortable using web-based software, documenting issues, and coordinating with other teams when a request requires additional assistance.

Previous healthcare or telehealth experience would be helpful, but this is not a clinical position.

Success in this role means resolving routine non-clinical support requests accurately, maintaining organized support records, escalating specialized concerns appropriately, and ensuring patients receive clear and reliable communication.

What You'll Do

• Respond to assigned non-clinical patient support requests through approved channels.
• Assist patients with routine platform access and navigation questions.
• Help users follow approved instructions for supported software workflows.
• Troubleshoot basic technical issues using established procedures.
• Create, update, and manage assigned support tickets.
• Document reported problems and troubleshooting steps accurately.
• Categorize and prioritize support requests according to approved guidelines.
• Track open issues and follow-up responsibilities.
• Communicate clearly and professionally with patients.
• Provide approved instructions and next steps for routine issues.
• Escalate unresolved technical problems to the appropriate teams.
• Coordinate with technical support and engineering when necessary.
• Maintain accurate records as support requests progress.
• Follow through on assigned issues until resolution or appropriate handoff.
• Coordinate with merchant support teams when requests involve merchant-controlled workflows.
• Recognize questions that require clinical or pharmacy expertise.
• Refer medical and treatment-related questions to authorized healthcare professionals.
• Refer pharmacy-specific matters to authorized pharmacy contacts.
• Avoid providing medical advice or making clinical decisions.
• Follow approved identity verification and access control procedures.
• Protect sensitive information and comply with applicable privacy and security requirements.
• Use approved systems when handling patient-related information.
• Report suspected privacy or security concerns.
• Identify recurring technical problems and support questions.
• Contribute to internal troubleshooting guides and knowledge resources.
• Share relevant issue patterns with support and product teams.
• Participate in training on software updates and support procedures.
• Manage multiple assigned tickets while maintaining accuracy.
• Follow established service quality and escalation standards.
• Ask for guidance when requests fall outside approved procedures.
• Support improvements to ticket management and internal communication.
• Take ownership of assigned support responsibilities and follow through consistently.

Requirements

• At least 1 year of experience in customer support, customer service, patient services, or a similar customer-facing role.
• Experience responding to customer questions and resolving routine support concerns.
• Strong written and verbal communication skills.
• Ability to explain software-related steps clearly and simply.
• Comfortable navigating web-based software platforms.
• Experience following established troubleshooting and support procedures.
• Ability to document issues accurately and consistently.
• Familiarity with email, chat, ticketing systems, or other digital support tools.
• Ability to manage multiple support requests and follow-up tasks.
• Strong organizational skills and attention to detail.
• Ability to recognize when a problem requires escalation.
• Strong problem-solving skills and willingness to investigate issues.
• Professional communication skills when handling difficult interactions.
• Ability to remain calm and organized under pressure.
• 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.
• Ability to work independently while collaborating with a remote team.
• Strong accountability for assigned tasks and customer follow-up.
• Ability to learn new software tools and adapt to workflow changes.
• Ability to communicate effectively with technical and non-technical colleagues.
• Willingness to follow established support standards and escalation guidelines.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Comfortable working in a growing software environment with evolving processes.

Nice to Have

• Experience in a patient support or patient services role.
• Experience working with healthcare technology or telehealth platforms.
• Experience providing non-clinical support to patients.
• Familiarity with patient intake and online questionnaire workflows.
• Experience troubleshooting web-based account access issues.
• Experience assisting users with online checkout processes.
• Familiarity with Zendesk, Intercom, Freshdesk, or similar ticketing platforms.
• Experience managing high volumes of customer support tickets.
• Experience following documented escalation procedures.
• Experience documenting technical problems for engineering teams.
• Familiarity with healthcare privacy and security practices.
• Experience following identity verification procedures.
• Experience maintaining internal support documentation or knowledge bases.
• Experience identifying recurring support issues and reporting trends.
• Experience supporting SaaS platforms or web-based applications.
• Familiarity with e-commerce storefronts and online payment workflows.
• Experience providing support through email and live chat.
• Experience collaborating with technical support teams.
• Experience working remotely with distributed teams.
• Experience coordinating administrative requests with healthcare or pharmacy operations teams.