Patient Technology Project Lead

Patient Technology Project Lead

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 careand 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

The Patient Technology Project Lead will direct the Patient Technology and Digital Arts team in project management, new initiatives and research, onboarding new innovations, and improving overall programming. They support patient technology issues by leading tickets for the program and enhancing the patient and family experience. This role is responsible for managing patient technology tickets, evaluating workload, assigning resources and collecting data in monthly reports for the team manager. They will oversee the quality and quantity of workflow. They will also work with the team manager and multidisciplinary staff in developing and implementing patient technology policies and procedures across the enterprise, creating documentation and status reports for the Patient Technology Program. They will possess extensive knowledge of incident management and problem management processes and procedures. Additionally, they will support CHOP's frontline Patient Family Services and Child Life staff members through their technology and ideas.

The Patient Technology Project Lead acts as the subject matter expert for the Patient Technology and Digital Arts Team. The goal is to produce an innovative environment for patients, families and staff on new ideas, projects and processes, and bring them to completion. They ensure customer satisfaction in a timely and accurate resolution of problems and technical inquiries, maintaining a patient advocated perspective at all times. Will facilitate patient programming 1:1 or group session with the Patient Technology team as needed. Must be comfortable working with patients of all ages and abilities.

What You Will Do

• Manages, develops and implements new patient technology projects, programming and partnerships.
• Manages and responsible for effective and efficient oversight of all projects under Patient Technology Services.
• Collaborates with leaders, staff, patients and families to assess new project and technology ideas.
• Liaison between multidisciplinary specialties to ensure that Patient Technology Services projects are meeting all expectations - patient families services, child life specialists, art therapists, music therapists, child activity coordinators, nursing, physical therapists, occupational therapists, DTS, simulation lab, digital health and more.
• Serves as an official CHOP EPIC Clinical Builder, leading and advising on projects within Patient Family Services.
• Responsible for inquiries about projects, monitors project progress, provides weekly status updates to Patient Technology Services Manager and works closely with all users to ensure the project timelines and business needs are met.
• Coordinates new Patient Technology Services partners, foundations, charitable organizations and third party vendors. Acts as a point of contact for all of the above.
• Collaborates with Patient Technology Services team on new ideas and patient programming elements.
• Works with Patient Technology Services Manager on enterprise-wide pediatric technology projects, solutions and implementation strategies.
• Manages tickets and security protocols, collaborating with Digital & Technology Services (DTS) and Patient Technology Services.
• Creates a spirit of teamwork, cooperation and unity among clinical, non-clinical, and technical staff, fostering CHOP's ICARE values.
• Collaborates with various DTS individuals and teams as a certified ServiceNow user.
• Leads intake of Patient Technology Services tickets from around enterprise, ensuring quick turnaround times and positive patient outcomes.
• Responsible for customer satisfaction by effectively handling customer problems and ensuring proper escalation procedures and proper closure.
• Manages Patient Technology Services ticket distribution, coordinating assigned staff.
• Guides Patient Technology Services team to identify and troubleshoot patient technology related problems.
• Gathers and analyzes data, reasons logically, draws valid conclusions and makes appropriate recommendations. Reports monthly on data collection with team manager.
• Leads acquisition and enterprise centralization of new products, policies, research and programming elements.
• Partners with various departments across the enterprise, including but not limited to: DTS, the Medical Device Committee, Infection Prevention and Control, Supply Chain, Values Analysis, Youth Advisory Council, Patient Technology Governance Committee, Facilities and more. Ensures new technologies are vetted for quality, safety, comfort and enterprise approval.
• Researches new innovative technologies, including but not limited to: adaptive/assistive tech, virtual reality, augmented reality, gaming, robotics, 3D printing, digital content, AI, and various other emerging technologies.
• Works with Patient Technology Services Manager and multidisciplinary staff to develop thoughtful and safe technology processes and procedures for Patient Family Services and Child Life to follow.
• Collaborates with DTS and Patient Technology Services leaders and staff on patient safety feedback and best practices across the enterprise.
• Develops pediatric technology research requests and projects across the enterprise. Works with CHOP research teams and ancillary staff on project strategy and execution.
• Coordinates new technologies and programming initiatives with appropriate patient populations. Works with variety of clinical staff to implement.
• Serves as onsite contact for Patient Family Services team and acts as liaison between PFS staff and technical staff.
• Collaborates with Patient Technology Services, Child Life, Hospital School Program, Creative Arts, and various other programs under Patient Family Services, to ensure hospital compliance of all patient facing and staff facing devices.
• Provides highly skilled advice and support to department management and personnel to actively plan for and resolve issues that may arise during the course of the project.
• Advanced proficiency in electronic medical record systems (EPIC). Provides support to PFS staff and referrals for Patient Technology Services.
• Manages detailed records of all incoming and outgoing devices and upgrades.
• Provides consistent communication in the form of training opportunities and updates for staff.
• Create and deliver comprehensive teaching lessons for staff, approved by Patient Technology Services Manager. Updated annually.
• Educates and onboards new Patient Family Services staff, on Patient Technology Services as part of New Employee Orientation.
• Leads oversight of staff technology requests from Patient Family Services and owned devices.
• Manages staff device deployment and maintenance, mainly iPads, Laptops and Desktops.
• Assists with and occasionally lead off-site tech support and implementation at satellite campuses.
• Engages patients in therapeutic technology experiences as needed.
• Leads Adaptive Gaming Program, alongside Patient Technology Specialists.
• Works directly with patients and family members to provide 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 play and engineering, adaptive/assistive technology, and movie screenings.
• Provides technology assistance to Child Life Department staff. This could include co-facilitating during procedural support and/or scheduled therapeutic sessions.
• May partner with OT, PT, and Nursing during therapeutic 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.
• Assist with oversight of Patient Technology Volunteer Program as needed.
• Help provide training and guidance for new volunteers.
• Act as point of contact for volunteers as needed.

Education Qualifications

• Bachelor's Degree - Required
• Technical Diploma - Preferred

Experience Qualifications

• At least five (5) years In IT or related project role providing end-user support, Service Desk support or equivalent experience - Required
• At least one (1) year Project Management - Required
• At least one (1) year Digital and/or gaming technologies - Required

Skills and Abilities

• Interfaces with many types of people, including patients, families, technical staff, clinical staff and non-clinical staff. (Required proficiency)
• Knowledge of EHR like EPIC (Required proficiency)
• Strong technical writing skills. (Required proficiency)
• Documents resolutions for reported issues and assists with educating patient technology support staff. (Required proficiency)
• PC literate with office