Title: Hospital Support Technician 

Opportunity: 

With more than 20 years of digital patient engagement experience, Get Well leads the evolution of personalized care. By connecting the art and science of patient engagement, we provide digital technology that guides patients at every step of the healthcare journey. Get Well’s digital engagement tools connect patients to the information they need, when they need it, resulting in better outcomes and creating a more equitable healthcare system for all. 

The Hospital Support Technician is a dedicated resource for a single hospital or health system and is responsible for the technical maintenance on the GetWellNetwork (GWN) System. This individual is the main technical point of contact for the assigned hospital and is responsible for reporting technical issues related to GWN equipment. This individual is also responsible for proactive maintenance of the system, procurement for all necessary equipment, support with implementation for add-ons or upgrades, training of client staff on use and troubleshooting for the system, and general documentation and reporting. 

Location: This is a dedicated role supporting Children’s Healthcare of Atlanta on site. An ability to occasionally work off-hours and on weekends is required. 

Responsibilities: 

Technical Health 

• Act as the main technical POC for the assigned hospital and is responsible for reported technical issues related to GWN equipment and services. Work in close coordination with the client services representative managing the business requirements and driving the client’s value plan. 
• Develop hands-on support procedures with the client for non-business hours and holiday coverage. 
• Support of all GWN in room equipment and devices running Get Well. 
• Proactive maintenance of daily rounding, reporting, issue trends and tracking, and best practice enforcement
• Coordination with client services representative to drive user adoption through patient rounding and attending client committee meetings regularly.

RMA/Procurement Process 

• Manage or assist with the RMA process for all GWN related equipment (PLC's, Pillow Speakers, Keyboards etc.) 
• Track and update all inventory 
• Manage procurement of any GWN equipment and provide recommendations as needed Technical Projects: Upgrades, Add-ons, Installations 
• Support implementation and deployment of equipment for add-ons or upgrades 
• Schedule monitoring downtime when notified of infrastructure changes or maintenance that will affect system availability 
• Communication with both internal GWN staff and client surrounding any technical project including scheduling and getting maintenance windows approved 

Documentation 

• Own the following documentation for assigned facility: 
  • Internal GWN Support Page Documentation 
  • Site Contacts 
  • Network Information 
  • Server/Hardware information
  • Photo Documentation for Remote Support 
  • Directional information for Remote Support 

Training 

• The Hospital Support Technician will be responsible for training the client staff members that will be supporting the system during off hours, weekends, or when the technician is offsite at another location. Training will include: 
  • Technical teams to support, troubleshoot, and replace Get Well Hardware in patient rooms
  • Hardware RMA Process for 
  • New product releases, new services offered, and integration testing when required 
• Training materials, participants, and objectives are developed in collaboration with the client services representative 
• Training may also include training clinical staff on new products, features, or functionality that are set in the client value plan designed by client services
• Implement processes to continuously educate patients on how to use Get Well 

Requirements: 

• At least 1.5 years of Customer Service/IT Support experience and/or possess demonstrated technical aptitude and ability to quickly learn new basic computer hardware/software and A/V skills 
• Previous work experience in a hospital environment is preferred 
• Some experience managing, supporting, or deploying complex IT systems 
• Experience working with the largest Healthcare EMR vendors is a plus 
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations. 

About you: 

• Ability to work through client requests and navigate challenging conversations in a way that strengthens the client relationship 
• Empathetic and strong listening skills in assisting patients using Get Well or presenting to hospital executives 
• Passionate about technology and how it can be leveraged to drive value 
• Clear ability to multitask and handle complex matters with no supervision and with excellent follow up 
• Ability to quickly grasp and distinctly explain technological concepts to non-technological people 
• You thrive in a complex, dynamic, and rapidly moving environment 
• You are excited to represent Get Well as the main POC for technical issues 
• Learning something new excites you 

About Get Well: 

Get Well is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. 

The estimated pay scale for this position is between $50,000 and $60,000 in base salary, plus annual bonus potential of 5%. Base salary is dependent upon many factors including, but not limited to, education, experience, and skills and this range is subject to change and may be modified in the future. In addition to

compensation, Get Well offers a comprehensive benefit package, 401K and incentive plans, open paid-time away, paid leave programs, wellness reimbursement, cell phone subsidy, peer recognition programs, health advocacy and employee assistance programs, pet insurance, and so much more.