IT Solutions for Growing Medical Practices
Patient Technology Technician
Location
Philippines
Posted
18 hours ago
Salary
0
Seniority
Senior
Job Description
Patient Technology Technician
PEAKE Technology Partners
• 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. • Guide patients through portal navigation, helping them locate and use features relevant to their care including messaging, appointment access, and health record review. • Log, manage, and resolve patient support tickets accurately and in a timely manner using ConnectWise as the primary ticketing platform. • Adhere to all QA standards as defined by the PatientTech QA program, ensuring call handling and patient interaction quality remain consistently high. • Communicate clearly and professionally with patients across all support channels, adapting tone and language to the patient’s level of technical familiarity. • Participate in after-action reviews and ongoing process improvement initiatives to reduce repeat contacts and improve first-contact resolution rates.
Job Requirements
- 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.
- 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.
Benefits
- 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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