Digital Health Support Analyst

York, PA | Information Systems and Technical Support | Tracking Code: 58254

Position Summary:


General Summary:

Under general supervision, provides operational and technical customer support necessary to support digital health initiatives. Works closely with the Connected Health, eHealth, contact center and WellSpan Medical Group teams to proactively and reactively support patient and family needs related to MyWellSpan functionality including new services like video visits and collection of patient-generated health data. Collaboration with these teams to share experiential knowledge and improve patients digital health experience is expected. This position will be closely connected with the newly formed Online Primary Care practice and primary care innovation initiatives.

Exceptional customer service skills are a must as this position will make and receive calls from patients. Critical thinking, problem solving and ability to troubleshoot issues will be important to meet the objective of one-call resolution. Tier II level technical support is expected and a cursory background in health care will be beneficial. There will be occasional need for non-traditional hours to meet the needs of the practices supported. There will also be occasional need for physical, in-person interaction with patients who require physical device support. As needed, this position may be asked to support promotional events and other patient-facing events to further support MyWellSpan and other digital health programs.

Duties and Responsibilities:


1 Support the online primary care and other practices offering video visits and other new digital health / MyWellSpan functionality by serving as the primary point of contact for these services at these sites.
2 Proactively engage patients scheduled for video visits to ensure software and hardware are functioning properly prior to the patients visit. Encourage and support patient completion of online forms, templates and surveys.
3 Provide Tier II technical support for urgent practice or patient needs at the time of the video visit.
4 Provide Tier II technical support for patient monitoring devices such as blood pressure cuffs, Bluetooth connected scales, glucometers, Tytocare kits and other patient-owned devices.
5 Accept warm-handoff calls from the contact center (Tier I support), practices and Connected Care at Home teams with an objective of providing one-call resolution to patient issues.
6 Share and distribute knowledge of common issues to improve Tier I support and in-the-practice MyWellSpan and device support.
7 Provide feedback to technical support and other teams for systemic issues relating to hardware or software configurations or program design issues. Collaborate with these teams and provide input so issues can be resolved.
8 Offer in-person patient device support at pre-determined locations and times coordinated with the supported practices and Connected Health/eHealth teams.
9 Attend special events as necessary to promote MyWellSpan and other digital health programs and provide support.

Required Skills




Note: Other combinations of formal education, training and experience may be considered.


Minimum Education Associates’s degree (Preferred but not required)


Preferred Education Bachelor’s degree in IT or healthcare related field


Minimum Experience 1-3 years customer service experience preferred


Min Field Of Expertise Customer service & basic technical support required. Health care knowledge preferred,


Skills: Other Excellent communication/problem solving/analytical skills; significant knowledge of systems

analysis. Organizational skills, independent critical thinking, and management competencies


Other: Must possess a valid driver's license in the current state of residence. Driving record must meet requirements established by WellSpan Risk Management.

Quality of Life

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization is comprised of a multispecialty medical group of more than 1,500 physicians and advanced practice clinicians, a regional behavioral health organization, a home care organization, eight respected hospitals, more than 19,000 employees, and 170 patient care locations. WellSpan is a charitable, mission-driven organization, committed to exceptional care for all, lifelong wellness and healthy communities. We are committed to transforming the health of the communities we serve and to educating the next generation of clinicians, staff and leaders.

Quality of Life
Quality of Life

Founded in 1741, the city of York is considered by many as the first capital of the United States. The Articles of Confederation were signed by the Second Continental Congress here in 1777. Its beautifully restored historic district is an architectural treasure. While York retains its farming and manufacturing heritage, at its heart York is a thriving cultural community that has attracted creative talent and innovative entrepreneurial investors from across the nation.

Life in York County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, semi-professional baseball team, fine dining and more — within an easy drive of major East Coast cities.

York County residents can find local employment in healthcare, manufacturing, technology, agricultural and service sectors. (Patient population: 445,000)

Equal Opportunity Employment

WellSpan Health is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class. WellSpan Health does, however, have a tobacco-free/nicotine-free hiring policy.

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