Patient Technology Technician

Patient Technology Technician
Department: Patient Technology Support
Reports To: Patient Tech Manager / Patient Tech Team Lead
Location: Philippines (Remote)PEAKE Technology Partners is seeking a compassionate, service-driven Patient Technology Technician to serve as the primary point of contact for patients navigating their healthcare portal. In this role, you will deliver timely, high-quality support to patients experiencing issues with portal access, account registration, password resets, and patient information management within a structured, SLA-driven support environment.

Our patient population skews heavily elderly, and many callers require step-by-step guidance through technical processes. Success in this role demands patience, empathy, clear communication, and a genuine desire to help. You will handle inbound contacts across phone and email channels, manage tickets through ConnectWise, and ensure every patient interaction reflects the highest standard of service PEAKE delivers.

This is the right role for someone who thrives under volume pressure, maintains a calm and professional presence, and takes pride in delivering a consistent, high-quality experience on every interaction.A-Players are PEAKE’s star performers, and they exemplify PEAKE’s core values of Competence, Persistence, and Supportiveness. The work of an A-Player is always thorough and thoughtful, proving their competence in the role they hold on the team. They are punctual, professional, and maintain a positive attitude while constantly seeking to improve.

An A-Player demonstrates passion for their work and embraces opportunities to learn and grow. When faced with challenges, they remain persistent in pursuing effective solutions. Supportiveness is essential — A-Players actively build strong relationships with both patients and coworkers. By demonstrating these values, A-Players become leaders and influencers at PEAKE and are invaluable to our success.

Patient Support & Portal Troubleshooting

• Serve as the primary point of contact for patients contacting support via phone and email regarding patient portal access, account issues, and related concerns.
• Assist patients with portal registration, login troubleshooting, password resets, and account recovery in a clear, patient, and step-by-step manner — with sensitivity to elderly callers requiring additional guidance.
• Adapt troubleshooting approaches for callers contacting from the device they are attempting to access and request alternate callback numbers when needed to improve resolution efficiency.
• Guide patients through portal navigation, helping them locate and use features relevant to their care including messaging, appointment access, and health record review.
• Assist with patient updates, handling all data in strict accordance with HIPAA and data privacy standards.
• Proactively provide suggested solutions and next-step guidance — rather than waiting for the patient to ask — to reduce handle time and improve the overall experience.

Ticket Management & Documentation

• Log, manage, and resolve patient support tickets accurately and in a timely manner using ConnectWise as the primary ticketing platform.
• Document all interaction details, troubleshooting steps, and resolutions within each ticket, maintaining clear, audit-ready records for every contact.
• Maintain concurrent notetaking during calls to eliminate after-call wrap time and improve throughput efficiency.
• Identify and flag tickets at risk of SLA breach and escalate appropriately to maintain service quality and contractual compliance.
• Adhere to defined SLA response and resolution targets based on ticket priority (P1–P4).
• Contribute to internal knowledge base articles and standard operating procedures (SOPs) to support team consistency and onboarding.

Quality Assurance & Compliance

• Adhere to all QA standards as defined by the PatientTech QA program, ensuring call handling, documentation, and patient interaction quality remain consistently high.
• Participate in QA review sessions, accept feedback constructively, and apply coaching to continuously improve individual performance.
• Comply with all HIPAA requirements, company policies, and security standards governing the handling of patient information.
• Support CSAT processes by maintaining a professional, solution-focused approach in every interaction.

Communication & Collaboration

• Communicate clearly and professionally with patients across all support channels, adapting tone and language to the patient’s level of technical familiarity.
• Collaborate with fellow Patient Technicians, the QA team, and Team Leads to ensure seamless escalation management and efficient issue resolution.
• Participate in team huddles, shift handoff processes, and documentation updates to ensure continuity of service across all coverage hours.
• Escalate unresolved or complex issues to the appropriate team or Team Lead with full context and documentation to avoid patient re-explanation.

Continuous Improvement

• Participate in after-action reviews and ongoing process improvement initiatives to reduce repeat contacts and improve first-contact resolution rates.
• Stay current with portal updates, system changes, and new procedures that may affect patient-facing workflows.
• Proactively identify recurring patient pain points and share observations with the Team Lead or QA team to inform training and process updates.

At PEAKE, success is defined by both performance and alignment to our core values:

• Competence — You take ownership of your work, continuously improve your skills, and deliver high-quality outcomes on every interaction.
• Persistence — You remain solution-focused, work through challenges, and follow issues through to full resolution.
• Supportiveness — You communicate with empathy, build trust with patients, and contribute to a collaborative team environment.

You also thrive in a metric-driven environment where performance is measured, tracked, and continuously improved over time.

• High school diploma or equivalent required; associate or bachelor’s degree in a related field is a plus.
• Prior experience in customer support, call center, healthcare support, or technical helpdesk role preferred.
• Experience with ticketing platforms such as ConnectWise or similar tools is an advantage.
• Comfortable navigating web-based portals, patient management systems, and standard productivity applications.
• Excellent verbal and written communication skills with the ability to explain technical processes clearly to non-technical patients, including elderly callers.
• Strong listening skills, patience, and empathy — particularly when supporting callers who are frustrated, confused, or less technically confident.
• Ability to multitask effectively: managing active calls, documentation, and ticket updates simultaneously.
• Strong attention to detail with the ability to maintain accurate records under volume pressure.
• Familiarity with HIPAA requirements and the importance of patient data privacy and confidentiality.
• Demonstrated sense of ownership, accountability, and follow-through in resolving patient issues.
• Positive, team-oriented attitude with a commitment to continuous improvement and professional growth.

Performance in this role is measured through key service metrics aligned to PEAKE’s operational standards, including:

• SLA Response and Resolution Compliance (target ≥95%)
• First Contact Resolution (FCR) rate (target 70–85%)
• Customer Satisfaction (CSAT ≥90%)
• QA evaluation scores and consistency of call handling quality
• Ticket documentation accuracy and completeness in ConnectWise
• Average Handle Time (AHT) trend and individual improvement over time
• Reduction in repeat contacts and callback volume
• Adherence to HIPAA, compliance, and security procedures
• Participation in team improvement initiatives and responsiveness to coaching

Success in this role means delivering fast, accurate, empathetic, and professional patient support while contributing to a stable, scalable, and high-performing support operation.At PEAKE, you’ll be part of a team focused on building a modern, scalable support organization that prioritizes:

• Exceptional patient and client experience
• Predictable, high-quality service delivery
• Continuous improvement and professional development
• Strong team culture and operational accountability

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