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University of Rochester Regional & Telehealth Support Lead - 224243 in Rochester, New York

Regional & Telehealth Support Lead

Job ID



Health Sciences

Full/Part Time


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Full Time 40 hours Grade 055 ISD Clinicals


8 AM-5 PM



The Telehealth Support Lead will play a key role on an innovative team dedicated to expanding the foundation for advancing clinical delivery and quality outcomes beyond the physical facilities of the enterprise. The incumbent will use their expertise to provide analysis, troubleshooting, design, implementation, training and operational support for URMC’s Telehealth and Regional Program. Provide remote and hands-on support at URMC locations, collaborating institutions and regional offsite locations. Maintain expertise in current desktop, network and telehealth technologies, as well as a wide range of systems, applications, and customized needs in support of Telehealth and Regional activities.


Follows department guidelines and standards, functioning independently and with minimal direct supervision of day to day activities and project tasks:

  • Acts as project manager for delivering on both complex and routine teleconferencing installations. Work with outside vendors to coordinate installation and testing of equipment. Oversees training of users in conducting video conferencing and telemedicine sessions as well as.

  • Technical responsibility for assessing and analyzing technical problems. Utilize strong technical expertise to diagnose and resolve problems related to client technologies. Provides advanced-level support for issues and maintains working knowledge of wide range of URMC applications and technologies.

  • Oversees application and hardware project management during upgrades, regional acquisitions and relocations. Develops project timelines and milestones; communicate with appropriate user base; set priorities and manage progression of project implementation. Provide appropriate communication to other technical and application support staff. Develop and maintain appropriate documentation.

  • Serve as a consultant to project managers and customers regarding centrally supported telehealth solutions. Actively participates in regional and telehealth meetings, contributes potential solutions and ideas; shares knowledge.

  • Mentors and provides support to Senior Analysts and other roles supporting telemedicine and eRecord remote technologies.

  • Keep current regarding telehealth technologies by participating in education opportunities, reading professional publications, maintaining personal networks with applicable vendors.

  • Participates in ISD committees and LEAN initiatives as requested.

  • Follows departmental standards relative to requisition processing, time reporting, travel and conference documentation, mandatory testing requirements.

  • Consistently emulates the ICARE values and promotes those behaviors among direct reports.


Bachelor’s degree in a related discipline such as Computer Science, Business, Mathematics, Statistics, Science or Engineering: and 4-5 years of related experience, preferably 2-3 years in a supervisory capacity; or an equivalent combination of education and experience. Master’s Degree Preferred:


  • Education and experience: Bachelor’s degree with 3-5 years of technical experience, preferably in a healthcare environment.

  • High degree of technical expertise with ability to quickly learn new/changing technologies.

  • This role involves complex projects and demands independent decision making, project management skills and superior customer service interactions and relationship management with a wide range of contacts.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled