At Voalte, we work hard to ensure every Voalte Platform go-live proceeds as smoothly as possible, whether it’s a one-unit expansion or a big bang project spanning the entire hospital. That’s why a sea of people in pink pants – Implementation Consultants, Project Managers, Product Managers, Systems Engineers and others – descend on the hospital to provide education and support. In my role as Voalte Mobile Application Administrator (VMAA), I help coordinate the Voalte staff for go-live, and then my focus turns to daily maintenance and working with the hospital’s technical team to manage the inevitable changes that arise over time. I spend so much time on the units that I know many Voalte Platform users on a first-name basis. But people often see my pink pants and call out: “Hey Voalte guy, I need some help!”
So what does a “Voalte guy” like me do on a daily basis? As VMAA, I onboard new users and off-board expired users to keep the Voalte Directory up-to-date. This is particularly important at academic medical centers, where intern programs require Medical Students, Residents and Interns to have Voalte Platform access for one year. When the year ends, they either need to be off-boarded or their access needs to be changed to their new specialty.
Every system needs regular upgrades and maintenance, and Voalte Platform is no different. Common issues range from user login challenges to device issues to Wi-Fi connectivity. I investigate these problems to identify location, gather logs, and work with Voalte Engineering and onsite networking teams to resolve any issues. I also perform preventative maintenance by rounding on the hospital units, checking that battery packs, charging stations, and devices are all in good working condition. Sometimes, users come up with ideas to improve workflow through a feature enhancement or a new feature, and I submit these requests to the Voalte Product Management team and track their progress.
If the hospital decides to upgrade their smartphones or change their dialing plan, I create a project plan that considers the impact on end users, communication, education, and timing, which often means the difference between success and failure. By actively participating in daily operations meetings, weekly Voalte sync calls, and monthly steering committee meetings, I help customers keep Voalte Platform on track. Each meeting can serve a different purpose: Clinical Daily Operations meetings are a good place to connect with department managers and directors to discuss daily operational items. Weekly touch-bases with the hospital’s Voalte Project team can include all projects and operations that team owns. Monthly Steering Committee meetings include the executive branch, and cover discussions of larger project decisions at a high level.
Together with the hospital’s technical team, the VMAA role is instrumental in running a successful implementation and making sure clinical and support staff are optimally supported and successful in using Voalte Platform. If you think having your own “Voalte guy” would help your hospital be successful, reach out to us!
Anthony Pennette is Voalte Mobile Application Administrator at Stanford Children’s Health | Lucile Packard Children’s Hospital Stanford.