Title:
Technical Program Coordinator
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 Technical Program Coordinator 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. The Technical Program Coordinator works collaboratively with the hospital in assisting in developing, implementing, managing and evaluating programs that actively contribute to the success of Get Well programs. This hands-on role is a great way for an ambitious individual to get in-depth exposure to both the technical and business aspects of the digital health industry.
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 point-of-contact for the assigned hospital and is responsible for reported technical issues related to Get Well equipment and services. Work in close coordination with the client success team to manage the business requirements and drive the client’s value plan.
- Develop hands-on support procedures with the client for non-business hours and holiday coverage.
- Support of all Get Well 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 success team 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 Get Well related equipment
- Track and update all inventory
- Manage procurement of any Get Well equipment and provide recommendations as needed
Technical Projects: Upgrades, Addons, Installations
- Support implementation and deployment of equipment for addons or upgrades
- Schedule monitoring downtime when notified of infrastructure changes or maintenance that will affect system availability
- Communication with both internal Get Well staff and client surrounding any technical project including scheduling and getting maintenance windows approved
Documentation
- Own the following documentation for assigned facility:
- Internal Get Well 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
- 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
Program Coordination
- Support the Client Success team in ensuring the success of ongoing projects and programs at the client facility
- Act as the ‘eyes and ears’ to the client situation to understand how the program is progressing and surface issues and insights to the Client Success team
- Be the face of Get Well to the customer and patients and field questions and feedback.
- Collaborate with Get Well Client Success and technical teams to address issues and feedback coming from the client
Other Duties as Assigned
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.
- Bilingual in English and Spanish preferred
About you:
- Self-starter with drive to constantly learn about new technologies and applications
- 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 help patients and families get better care
- 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
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.
About Get Well:
Now part of the SAI Group family, Get Well is redefining digital patient engagement by putting patients in control of their personalized healthcare journeys, both inside and outside the hospital. Get Well is combining high-tech AI navigation with high-touch care experiences driving patient activation, loyalty, and outcomes while reducing the cost of care. For almost 25 years, Get Well has served more than 10 million patients per year across over 1,000 hospitals and clinical partner sites, working to use longitudinal data analytics to better serve patients and clinicians.
AI innovator SAI Group led by Chairman Romesh Wadhwani is the lead growth investor in Get Well. Get Well’s award-winning solutions were recognized again in 2024 by KLAS Research and AVIA Marketplace. Learn more at Get Well and follow-us on LinkedIn and Twitter.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.
About SAI Group:
- SAIGroup commits to $1 Billion capital, an advanced AI platform that currently processes 300M+ patients, and 4000+ global employee base to solve enterprise AI and high priority healthcare problems. SAIGroup - Growing companies with advanced AI; https://www.cnbc.com/2023/12/08/75-year-old-tech-mogul-betting-1-billion-of-his-fortune-on-ai-future.html
- Bio of our Chairman Dr. Romesh Wadhwani: Team - SAIGroup (Informal at Romesh Wadhwani - Wikipedia)TIME Magazine recently recognized Chairman Romesh Wadhwani as one of the Top 100 AI leaders in the world -
Romesh and Sunil Wadhwani: The 100 Most Influential People in AI 2023 | TIME
