Senior Patient Experience Specialist

Job not on LinkedIn

🔥 17 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 57 days.
• 159 open roles for a team of 16.
• No salary listed.

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Bask Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Pre Seed Round on 2022-05

Healthcare • Consulting • Logistics

Bask Health is a robust platform providing a comprehensive suite of customizable telehealth solutions. It offers tools such as a questionnaire builder, patient portals, and pharmacy fulfillment services, all secured with strong encryption and HIPAA-compliance. Bask Health seamlessly integrates telehealth and e-commerce, enabling streamlined patient care from consultation to delivery. The platform supports entrepreneurs, doctors, and developers by offering scalable no-code solutions that enhance user experience and business growth. With its nationwide pharmacy network, Bask Health empowers businesses to efficiently manage prescriptions, patient data, and order fulfillment across the entire digital health landscape.

📋 Description

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

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