Telehealth Systems Analyst - Tier 2/Tier 3

Number of Positions In Requisition

1



Job Details

The Telehealth Systems Analyst serves as the enterprise technical and operational expert responsible for supporting, configuring, implementing, optimizing, troubleshooting, and maintaining Jefferson Health's Telehealth care technologies and telehealth platforms. The position provides advanced technical analysis, workflow optimization, application configuration, testing, implementation support, operational oversight, and technical incident management for Telehealth care technologies supporting inpatient, ambulatory, emergency medicine, urgent care, home-based care, and emerging connected care programs.

Working collaboratively with Information Services & Technology (IS&T), Digital Experience, clinical operations, physician leadership, nursing, vendors, and operational stakeholders, the Telehealth Care Analyst identifies and implements technical solutions that align with enterprise architecture and organizational objectives while ensuring reliable, secure, and efficient delivery of Telehealth care services.

The Telehealth Care Analyst functions as a subject matter expert and escalation resource for complex technical issues requiring independent analysis, advanced troubleshooting, and cross-functional coordination. The position manages assigned projects, coordinates system upgrades and enhancements, develops testing strategies, authors technical documentation, maintains technology standards, and provides onsite and remote implementation support across the enterprise. The analyst also serves as a primary operational support resource for Telehealth care technologies by responding to incidents, troubleshooting technical issues, and resolving provider, staff, and patient access concerns.

This position participates in a rotating on-call schedule supporting evenings, nights, weekends, and holidays and must be capable of providing both remote and onsite support at any Jefferson Health enterprise location.

Job Description

Enterprise Telehealth Care Technology

• Lead technical analysis, configuration, implementation, optimization, and maintenance of enterprise Telehealth care technologies.
• Design and implement technical solutions that align with enterprise architecture, clinical workflows, and operational objectives.
• Maintain configuration standards across development, testing, and production environments.
• Support lifecycle management of enterprise Telehealth care technologies and associated hardware.
• Evaluate and recommend technical improvements that enhance reliability, performance, scalability, and user experience.
• Develop work plans supporting upgrades, enhancements, and technology implementations.
• Analyze recurring incidents and recommend corrective actions to improve system performance and reduce operational disruptions.
• Document technical requirements, workflows, system functionality, and support procedures.

Project & Implementation Support & Configuration, Testing & Documentation

• Collaborate on medium-sized Telehealth care technology projects and system enhancements.
• Participate in meetings with clinical, operational, vendor, and technical stakeholders.
• Assist leadership with project planning, resource estimates, implementation schedules, and risk identification.
• Configure and maintain enterprise Telehealth care applications and supporting technologies.
• Design and execute comprehensive testing strategies including workflow, user acceptance, integration, and performance testing.
• Validate system functionality following upgrades, maintenance, and new implementations.
• Conduct technology audits that proactively identify potential risks before they impact operations.

Operational Support & Incident Management & On-Call Responsibilities

• Provide remote technical support for enterprise Telehealth care operations.
• Respond onsite to any Jefferson Health enterprise location when operationally required.
• Serve as a Tier 2/Tier 3 escalation resource for complex technical issues affecting Telehealth care operations.
• Respond to incidents, alerts, service requests, and assigned tickets within established Service Level Agreements (SLAs).
• Troubleshoot patient login issues, provider connectivity, video quality, authentication, hardware failures, and application performance concerns.
• Perform advanced troubleshooting involving application integrations, networking, audiovisual technologies, endpoint devices, identity management, and platform interoperability.
• Coordinate issue resolution with IS&T, Epic teams, networking, cybersecurity, infrastructure teams, and external vendors.

Minimum Qualifications

• High School Diploma/GED
• 1 year Application, implementation and support experience in addition to and
• 5 years Progressive experience in Information Services or
• Combination of Information Services and direct Health Care experience or
• Large-Scale implementation/Upgrades
• Comprehensive test plan development
• Participate in a rotating enterprise on-call schedule including evenings, nights, weekends, and holidays.

Preferred Qualifications

• Bachelor’s Degree Computer Science or Healthcare
• 3 years of direct applications build on current software version
• 10 years Progressive experience in Information Services or combination of Information Services and direct Health Care experience
• Information Technology Experience and/or Healthcare Operations Experience
• Implementation/Upgrade Support
• Applications Planning, Development and Implementation
• Technical Collaboration
• Strong oral and written communication skills
• Triaging On-call/DR/BC
• General technical knowledge to perform key Client Server administration and networking functions
• Project resource and budget management

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.ire.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Jefferson University Physicians

Primary Location Address

1025 Walnut Street, Philadelphia, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.    

Jefferson is committed to providing equal educa­tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status. 

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

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