Patient Technology Technician

PEAKE Technology Partners, An Omega Systems Company; Manila; On-site; PHP 223,200 - 334,800; Full time

Benefits offered by this job

Continuous training and development

Collaborative team environment

Healthcare benefits

Job summary

PEAKE Technology Partners is hiring a Patient Technology Technician in Metro Manila, Philippines. In this role, you will serve as the primary support contact for patients navigating their healthcare portal, providing assistance with account access, registration, and more.

Your ability to communicate effectively and empathetically with elderly patients is key.

Join PEAKE to thrive in a collaborative and high-performing support environment focused on continuous improvement.

Qualifications

• Prior experience in customer support or technical helpdesk role preferred.
• Excellent verbal and written communication skills.
• Strong listening skills, patience, and empathy.

Responsibilities

• Serve as the primary contact for patient support via phone and email.
• Assist patients with portal registration and account issues.
• Log and manage patient support tickets in ConnectWise.

Skills

Customer support

Technical troubleshooting

Communication skills

Empathy

Attention to detail

Education

High school diploma or equivalent

Associate or bachelor’s degree in a related field

Tools

ConnectWise or similar ticketing platforms

Job description

Reports To: Patient Tech Manager / Patient Tech Team Lead

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" Play

A-Players are PEAKE’s star performers, embodying the core values of competence, persistence, and supportiveness. They are thorough, thoughtful, punctual, professional, and maintain a positive attitude while actively seeking opportunities to learn and grow.

When faced with challenges, A-Players remain persistent in pursuing effective solutions. Supportiveness is essential — they build strong relationships with patients and coworkers, becoming leaders and influencers at PEAKE.

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—particularly for elderly callers requiring additional guidance.
• Adapt troubleshooting approaches based on the device the caller is using, request alternate callback numbers when needed to improve resolution efficiency.
• Guide patients through portal navigation, helping them locate and use features such as 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, reducing handle time and improving 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 note‑taking during calls to eliminate after‑call wrap time and improve throughput efficiency.
• Identify and flag tickets at risk of SLA breach; exit 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 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‑explanations.
• 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.

What Makes Someone Successful at PEAKE

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

• Competence — Take ownership, continuously improve skills, and deliver high‑quality outcomes on every interaction.
• Persistence — Remain solution‑focused, work through challenges, and follow issues to full resolution.
• Supportiveness — 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.

Qualifications

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, empathy—particularly when supporting callers who are frustrated, confused, or less technically comfortable.
• 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.

How We Measure Success

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

• SLA Response and Resolution Compliance (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.

Why PEAKE

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