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.

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