Hospital Support Technician

Charleston, SC
Full Time
Client Support
Entry Level

Title: Hospital Support Technician
 

Reporting to: Senior Manager, Client Support


Location: This is an onsite role based in Charleston, SC


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.


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 
  • 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

RMA/Procurement Process

  • Manage or assist with the RMA process for all GWN related equipment (STVs, Pillow Speakers, Keyboards etc.) 
  • Track and update all inventory 
  • Facilitate any GWN equipment and provide recommendations as needed

Technical Projects: Upgrades, Add-ons, Installations

  • Support in room deployment of equipment for add-ons or upgrades 
  • Communicate downtime when notified of infrastructure changes or maintenance that will affect system availability
  • Communication with both internal GWN staff and client surrounding any technical projects

Documentation

  • Own the following documentation for assigned facilities:
    • Internal GWN Support Page
    • Site Contacts
    • Network Information 
    • Server/Hardware information 
    • Photo Documentation 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: 
    • Hardware provisioning and installation
    • Diagnosing and troubleshoot hardware related issues

Employees may be asked to perform additional duties as assigned by management. Responsibilities, duties, and policies are largely defined by the contractual agreements between the Client and Get Well and may evolve annually based on contract renewals and modifications.

Adhere to all organizational information security policies and protect all sensitive information including but not limited to electronic protected health information (ePHI), protected health information (PHI), personally identifiable information (PII), and Get Well information based on data classifications in accordance with organizational policy and Federal, State, local, and international regulations. 


Requirements:
  • 2 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
  • Experience managing, supporting, or deploying complex IT systems 
  • Experience working with the largest Healthcare EMR vendors is a plus 

Physical Requirements:
  • Lifting: Must be able to lift at least 25 pounds independently.
  • Mobility: Comfortable with climbing and working on ladders.
  • Endurance: Ability to stand and be mobile for extended periods during regular work hours.
  • Candidates should be prepared to meet these physical demands consistently throughout their employment. 

About you:
  • Ability to work through client requests and navigate challenging conversations 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 point of contact for technical issues 
  • Learning something new excites you 

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.

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,  paid leave programs, wellness reimbursement, cell phone subsidy, peer recognition programs, health advocacy and employee assistance programs, pet insurance, and so much more.

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.


 
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