Implementation & Support Technician

Title: Implementation & 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 Implementation and Support Technician supports the Implementation Team during add-ons, upgrades, go-lives, training of client staff on use and troubleshooting for the system, site surveys/quoting and general documentation and reporting. This role will also provide on site technical support as needed for critical escalations and installations  that require a Get Well onsite technician.
 

Responsibilities:

Product and Hardware Support 

• Provide contracted client specific onsite support, including but not limited to troubleshooting, hardware investigation, issue diagnostics, equipment RMA assistance etc.
• Provide onsite support to aid in issue diagnosis and resolution as deemed necessary by support escalations. 

Implementation Support

• Conduct site surveys and/or provide site survey consultation
• Create bill of materials and installation quotes 
• Support implementation and deployment of equipment  
• Communication with both internal Get Well staff and client surrounding any technical project including scheduling, issues, coordination, etc. 
• Create deployment plans for active projects  
• Provide onsite support as necessary post implementation (e.g. escalation from product support)

Technical Training

• Creation and/or maintenance of internal and external training documentation
• 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 may include: 
  • Hardware Training 
  • Steps to diagnose and troubleshoot product specific features and functions
  • Hardware RMA Process
  • Planning for new solutions when available or hardware lifecycle requires

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:

• At least 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
• Ability and willingness to consistently travel up to 80%
• 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:

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 $55,000 and $65,000 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.

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.