Patient Technology Specialist (Part Time)

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Seeking Breakthrough Makers

Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

A Brief Overview
Responsible for ticket support, utilization and maintenance of all patient technology equipment under Patient Technology Services (PTS) across the CHOP network as part of the larger team. Will implement, troubleshoot, and be primary support for technology used for therapeutic and recreational interventions with patients and families in the hospital environment. Will support and educate Patient Family Services, Child Life and Creative Arts Therapies staff regarding any technology needs or issues related to patient use. Will partner with Digital Technology Services (DTS) on escalation items and projects. Will partner with clinical teams on therapeutic and rehabilitative initiatives with patients. Will schedule 1:1 patient interactive sessions and unit specific recurring patient groups through clinician referrals. Serves as chop's point of contact for patient/family facing technology issues with family items brought from the family home. Will work alongside program manager to acquire new technologies and/or solve complex systems issues.

Must be comfortable working with patients of all ages and abilities.

What you will do

• Serves as Level 1 Patient Technology support for patients and family members.
• Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures.
• Serves as the first point contact of patient technology support for the Patient Family Services (PFS), Child Life and Creative Arts Therapies Departments and acts as a liaison between the patient/family and the rest of the PFS Department.
• Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service.
• Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment on-site or over communication lines.
• Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions.
• Manages Level 1 Patient Technology support queues and recommends new queues to insure proper categorization and assignment of issues. Coordinates queues for site/service, working with various stakeholder groups (ie. Patient Family Services staff, families, etc.)
• Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.
• Serves as point person and supports patients and families with technical support and/or connectivity issues for various electronics or technologies brought from home.
• Troubleshoots any issues for patient facing CHOP issued devices.
• Provides technology education to patients and families.
• Collaborates with Digital Technology Services (DTS) to resolve escalated patient/family facing or network wide technology issues.
• Leads patient sessions with creative and therapeutic applications of technology.
• Works directly with patients and family to provide therapeutic technology and gaming experiences at the bedside, in playrooms, and at special events. Experiences include but are not limited to traditional gaming, virtual reality, augmented reality, basic robotic coding and engineering, adaptive/assistive technology, and various forms of media and technologies.
• Leads technology co-facilitated sessions with Child Life Department staff. This could include co-treating during procedural support and/or scheduled therapeutic sessions.
• Partners with OT, PT, and Nursing during therapeutic and rehabilitative interventions using gaming, VR, and creative technologies.
• Create, run, and coordinate tech related programming and special events/activities for various age groups and care specialties to take place in playrooms or during hospital wide events.
• Responsible for ensuring all projects and experiences meet appropriate hospital safety and quality standards. Will work with various Chop teams on safety, including: Infection Prevention and Control, Values Analysis, Digital Technology Services, and both Manager and Project Lead.
• Researches and supports technologies for all services within the Child Life Department.
• Researches upcoming technologies and maintain current Patient Technology equipment including but not limited to all bedside gaming consoles, gaming carts, playroom technology, iPads, robots, movies, streaming services, and adaptive/assistive devices.
• Provide detailed records of equipment inventory, including items in need of replacement and/or repair.
• Works with various Chop departments, along with Manager and Patient Technology Project Lead on proper implementation.
• Provide education and serve as a break/fix resource for Child Life Department and Patient/Family Services staff.
• Provides technology education and skilled advice to multidisciplinary staff through 1:1 meetings and group presentations.
• Acts as liaison between Digital Technology Services (DTS) and Patient Family Services (PFS) for appropriate technology issues.
• Assists with and occasionally lead off-site tech support and implementation at satellite campuses.
• Assists with supervision of PTS volunteers supporting the patient technology program.
• Assists with coordination of volunteer referrals from Child Life Department staff.
• Assists with training of PTS volunteers.
• Assists with vendors supporting the patient technology program.

Education Qualifications

• High School Diploma / GED - Required
• Certificate Therapeutic Play from the Child's Play Organization - Preferred
• Certificate Patient Gaming and Technology Specialist from the Child's Play Organization - Preferred
• Bachelor's Degree - Preferred

Experience Qualifications

• At least one (1) year Experience providing EUD support, Service Desk support or equivalent experience/knowledge - Preferred
• At least one (1) year Digital and/or gaming technologies - Required

Skills and Abilities

• Experience with Virtual Reality and Augmented Reality. (Required proficiency)
• Knowledge of iOS, iPadOS, Android, Mac and Windows based devices. (Required proficiency)
• Knowledge of Microsoft Xbox and Nintendo Switch gaming systems and controls. (Required proficiency)
• Experience working with children 0-18 years of age. (Required proficiency)
• Experience working with patients and families in a hospital setting. (Preferred proficiency)
• Able to perform effectively in a team environment as well as with little direct supervision. (Required proficiency)
• Customer service oriented team player with first-rate communication, documentation, organizational, problem solving, written and verbal skills. (Required proficiency)
• Ability to understand, analyze and resolve problems, while on the phone or on-site with user. (Required proficiency)
• Must have working knowledge of many various pieces of equipment and software. (Required proficiency)
• Organized with the ability to follow established processes and provide recommendations for improvements. (Required proficiency)
• Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills. (Required proficiency)

Licenses and Certifications

• ServiceNow Certification - CHOP - within 1 month - Required

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

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SALARY RANGE:

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.