Job Description

Job Title: Lead Telehealth Process Analyst
Job ID: 665342
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: UPMC Health Plan
Department: TeleHealth Solutions
Location: 339 Sixth Avenue, Pittsburgh PA 15222


UPMC Health Plan is a leader in the use of Telehealth technologies to achieve organizational goals, including increasing access to care, improving member and patient outcomes and experiences, and reducing the cost of care. The Telehealth Strategic Solutions department is rapidly expanding the implementation and management of these technologies to optimize care for acute and population-based needs, working with UPMC, MyHealthWork, and Network clinicians as well as UPMC Health Plan member-focused service providers. The primary role of the Lead Telehealth Process Analyst position is to work with the Telehealth Strategic Solutions team, as well as UPMC leadership, product management, clinical partners and vendor partners and alliances to deliver new innovative telehealth services and enhancements to existing services. 

The Lead Telehealth Process Analyst is responsible for evaluating the current in-person clinical visit processes and identifying how to integrate telehealth technologies into the workflow for optimal performance and to meet organizational goals. Additionally, the Lead Telehealth Process Analyst must form strong partnerships with internal teams (across Marketing, IT, product management, research, clinical, and other disciplines) to drive appropriate implementation or enhancements. Additionally the Lead Telehealth Process Analyst will participate in the department's efforts to research, analyze, and recommend new telehealth services or modifications to existing telehealth services that introduce new capabilities and/or improve robustness of current services and member experience. The Lead Telehealth Process Analyst will report to the Senior Director, Telehealth Strategic Solutions.

  • Assist in the implementation of innovative telehealth service opportunities by participating in provider orientations, site visits, access, and availability studies, as needed; completing all activities within established timeframes.
  • Assist with the management of implemented telehealth services and develop reports that can be distributed to management team to ensure that all are aware of telehealth initiatives and activities.
  • Collaborate with Telehealth Strategic Solutions team members to research, analyze, and recommend new telehealth services or modifications to existing telehealth services that introduce new capabilities and/or improve robustness of current services and member experience.
  • Complete special projects as assigned.
  • Develop and maintain strong relationships with Health System, Health Plan, MyHealth@Work, and Network providers and stakeholders.
  • Lead the analysis of clinical performance and operational data for Health System, Health Plan, MyHealth@Work and Network Providers to establish clinical process understanding, identify telehealth improvement opportunities, and develop process controls metrics to ensure the optimal implementation of new telehealth services.
  • Meet deadlines and turnaround times set by managers and department director.
  • Serve as a telehealth Subject Matter Expert by maintaining current industry knowledge and best practices by monitoring and reporting on telehealth industry trends and market developments, specifically focusing on best practices using existing and emerging vendor solutions and competitive offerings.


  • Bachelor's degree in Business, Health Care, Management or related field with three years of clinical workflow analysis, operation, or management experience OR a Master's degree in related field with two years of workflow analysis, operation, or practice management experience required. 
  • Strong knowledge of Excel required, experience with other business intelligence tools preferred. 
  • Experience with electronic health record and practice management software required, experience with Epic and EpicCare preferred. 
  • Basic understanding of telehealth services and benefits required. 
  • Ability to re-engineer clinical processes to positively impact productivity via changes to the workflow processes or the implementation telehealth or virtual care required. 
  • Ability to analyze financial and clinical results and to comprehend forecasting models required. 
  • Well-informed and conversant with general business, economic, and clinical matters required. 
  • Ability to develop professional relationships with physicians, APPs, nurses, and other clinical or health care service providers, required.

Licensure, Certifications, and Clearances:
UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $28.37 to $47.88

Union Position: No

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