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.

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.

Patient Technology Technician

Key skills