Patient Tech Support Specialist

Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Available Schedules: 9:30 - 6:00PM ET/ 11:30 - 8:00PM ET

The Patient Tech Support Specialist is an essential part of helping our patients and our providers to utilize our platforms to successfully maintain and participate in their healthcare needs.  This role is responsible for answering inbound phone calls, assisting our customers with troubleshooting audio and video technology issues for our virtual platforms.  The person in this role will also assist our patients with resetting passwords, creating accounts and troubleshooting the Privia patient portal platform, and other technology platforms. 

• Analyze, troubleshoot and resolve technology issues with customers of varying degrees of knowledge and expertise of electronic equipment.  
• Identify and report common issues and trends to management 
• Answer high volume, inbound phone calls from providers and patients, utilizing a cloud based phone system
• Successfully meet all call center productivity and quality standards.

• High School Diploma required
• Knowledge of iOS, Android, Windows, Desktop Mac systems needed 
• 2+ years of full time experience in a call center customer service environment preferred; remote work experience recommended 
• Familiar using software such as G-Suite products, Google Chrome, Safari, Internet Explorer, and Connectwise, or some other screen sharing platform  
• Availability to work an 8 hour shift between the hours of 8am - 6pm, Monday through Friday
• Must provide accessibility to secure, quiet work space with direct high-speed internet connection to effectively work remotely
• Has an understanding and the ability to comply with all HIPAA rules and regulations

Colorado, New York, New Jersey, California and Washington Residents Only: The salary range for this role is $32,800 to $41,000 in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.

Physical Demands:

Definition: works constantly at a computer or other workstation

• Ability to constantly remain in a stationary position

• Ability to constantly operate a computer and other office productivity machinery, such as computer and printer

• Ability to read and use close vision, including the ability to do so on a computer screen

• Ability to frequently communicate and exchange information

• Ability to frequently adjust focus

Technical Requirements (for remote workers):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Technical Requirements (for remote workers only, not applicable for onsite/in office work):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.