Jefferson Telehealth Systems Analyst (Tier 2/Tier 3) - Center City (Hybrid: in-office requirements)

Jefferson Health Plans•Philadelphia, PA

23d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.
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.
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.