[Remote] Patient Technology Technician

Note: The job is a remote job and is open to candidates in USA. PEAKE Technology Partners, an Omega Systems Company, provides patient technology support services focused on delivering reliable and compassionate healthcare portal assistance. The Patient Technology Technician serves as the primary contact for patients, troubleshooting portal access and account issues, managing support tickets, documenting interactions, maintaining HIPAA compliance, and collaborating with internal teams to deliver high-quality service. Responsibilities • 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 • 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 • 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 • 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 • 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 Skills • High school diploma or equivalent required • 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 • 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 Benefits • Remote work arrangement in the Philippines • Professional development opportunities Company Overview • Healthcare IT Solutions that Support Healthcare Excellence. It was founded in 2013, and is headquartered in Bowie, Maryland, USA, with a workforce of 51-200 employees. Its website is https://peaketechnology.com.