PEAKE Technology Partners

Technician

• 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.

Patient Technology Technician