Connected Device & Reconciliation Support Technician

Transforming Access. Empowering Care.  We are Veterans on a mission - removing barriers to healthcare for those who have served. Using cutting-edge digital health solutions, we ensure that Veterans, no matter where they are, can access the care they deserve.

THE HIGH LEVEL

The Connected Device & Reconciliation Support Technician is responsible for supporting Veterans in accessing and using their VA-provided telehealth and digital health devices. This entry to mid-level position provides both inbound and outbound call support to ensure Veterans can successfully set up, operate, and troubleshoot their devices with confidence. 
 
The role also includes accurate documentation of interactions, device reconciliation, and reporting activities to maintain service quality and continuity of care. Candidates must be enthusiastic about customer service, able to explain technology in user-friendly terms, and committed to delivering a professional, mission-driven experience to every Veteran. 

WHAT YOU'LL BE DOING 

Inbound & Outbound Call Support:

• Make scheduled outbound calls and respond to inbound calls from Veterans needing device support. 

Device Setup & Basic Troubleshooting:

• Provide guidance for initial device setup and basic configuration of mobile devices.
• Assist with pairing and setup of related peripherals (e.g., blood pressure monitors, scales, thermometers, pulse ox, Eko Duo) as needed. 
• Troubleshoot basic connectivity issues, including Wi-Fi, video applications, and general operations.
• Deliver over-the-phone reassurance and calm support when diagnosing and resolving issues. 

Training & Education:

• Walk Veterans step-by-step through device functionality and application use.
• Clearly communicate technical concepts in plain language tailored to the user’s comfort level. 

 Documentation & Reconciliation:

• Accurately document all calls, troubleshooting steps, and resolutions in ticketing systems (e.g., ServiceNow) and reporting tools (e.g., PowerBI).
• Regularly review PowerBI dashboards to identify and address items that are due.
• Order and track retrieval kits for device return and reconciliation.
• Document provider notes and final consult comments in the medical record to ensure continuity of care.
• Support reconciliation processes by verifying device functionality, data accuracy, and usage reporting.

Customer Experience:

• Provide a professional, empathetic, and patient-focused service. 
• Escalate potential risks or recurring technical concerns to management.
• Promote end-user satisfaction and ensure compliance with service performance metrics. 

Team & Accountability: 

• Maintain consistent attendance and start shifts on time. 
• Collaborate effectively with colleagues to meet team and program goals.
• Protect sensitive and confidential information in compliance with security and privacy requirements. 

• High School diploma or equivalent experience; Associates degree preferred
• Strong communication and customer service skills, with ability to explain technical concepts simply.
• Familiarity with iOS/Android devices, tablets, and Windows/Mac PCs.
• Basic troubleshooting experience with mobile devices, connectivity, and peripherals.
• Ability to type and document interactions accurately in real-time.
• Prior experience with documentation in help desk, ticketing, or reporting systems preferred (training provided). 
• Prior exposure to healthcare, telehealth, or Veteran support environments is helpful but not required.

Work Schedule 
• Monday – Friday, 8:30am – 5:00pm EST 
• Regular, reliable attendance is required. 

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OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT

SoldierPoint is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.  All employment decisions at SoldierPoint are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. SoldierPoint will not tolerate discrimination or harassment based on any of these characteristics.