Patient Technology Technician

Patient Technology Technician Department: Patient Technology Support Reports To: Patient Tech Manager / Patient Tech Team Lead Location: Philippines (Remote) About the Role 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. The Definition of an "A" Player 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. What You’ll Do 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 pr