Digital Engagement Specialist

Children's National Medical Center; Silver Spring (MD); On-site; USD 55,000 - 91,000; Full time

Job summary

Children's National Medical Center in Silver Spring, MD seeks a Digital Health Solutions Specialist I to support day-to-day administration of patient and provider portals, intake tools, mobile apps, telehealth platforms and other digital health tools.

You will directly support families, operational teams and providers, collaborating with the digital health team and vendors to optimize workflows and patient experience.

Qualifications

• Bachelor's degree in health information technology, information systems, or a related field (or equivalent experience)
• Experience in healthcare IT, system administration, or patient services
• Basic familiarity with EHR systems or patient engagement platforms
• Foundational understanding of HIPAA privacy and security requirements
• Strong written and verbal communication skills with a customer-service orientation
• Proficiency with Microsoft 365 (Outlook, Word, Excel, PowerPoint)
• Detail-oriented with strong organizational and time-management skills

Responsibilities

• Perform routine daily administration tasks for digital health and interoperability tools including user account creation, password resets, and basic system needs for digital tools
• Monitor dashboards and escalate performance issues or outages to senior team members
• Document system configurations, workflows, and administrative procedures as directed.
• Serve as a first line point of contact for patient, referring providers and staff inquiries related to digital tools.
• Resolve common access issues (login problems, password resets) and escalate complex issues appropriately.
• Log all support requests in the ticketing system with accurate documentation.
• Visit clinic sites to support enrollment, engagement and utilization
• Support internal staff with workflows and devices
• Assist with updating educational materials, appointment instructions, and patient intake forms within digital platforms.
• Verify content is current and accessible
• Pull access and utilization metrics
• Pull standard system usage and enrollment reports
• Support documentation of system configurations and administrative procedures.
• Assist with drafting basic one-pagers and quick-reference guides
• Assist with onboarding patients, families and referring sties to digital platforms at clinics and hospital events.
• Help update user guides and training materials
• Collect feedback during outreach visits and relay findings
• Follow HIPAA policies and organizational security standards in all activities
• Maintain accurate records of system access and changes as instructed.
• Build effective relationships across departments and contribute to cross-functional teams.

Skills

Customer-service orientation

Written and verbal communication

Microsoft 365 proficiency

Detail-oriented

Healthcare IT experience

System administration

Patient services experience

Education

Bachelor's degree in health information technology

Tools

EHR systems

Patient engagement platforms

Ticketing software

HL7/FHIR knowledge

Job description

Kids Are Our Everything.

Department

10014 Clinical Informatics

Pay Range

$54,683.20 - $91,145.60The Digital Health Solutions Specialist I supports the day-to-day administration of patient and provider portals, intake tools, mobile apps, telehealth platforms and other digital health tools. They directly support families, operational teams and providers. They collaborate with other digital health team members, the broader organization and vendors to optimize internal workflows and the patient/family experience.

KEY RESPONSIBILITIES

System Administration & Maintenance

• Perform routine daily administration tasks for digital health and interoperability tools including user account creation, password resets, and basic system needs for digital tools
• Monitor dashboards and escalate performance issues or outages to senior team members
• Document system configurations, workflows, and administrative procedures as directed.

User Support & Troubleshooting

• Serve as a first line point of contact for patient, referring providers and staff inquiries related to digital tools.
• Resolve common access issues (login problems, password resets, enrollment errors) and escalate complex issues appropriately.
• Log all support requests in the ticketing system with accurate documentation.
• Visit clinic sites to support enrollment, engagement and utilization
• Support internal staff with workflows and devices

Content Management

• Assist with updating educational materials, appointment instructions, and patient intake forms within digital platforms.
• Verify content is current and accessible

Reporting & Documentation

• Pull access and utilization metrics
• Pull standard system usage and enrollment reports
• Support documentation of system configurations and administrative procedures.
• Assist with drafting basic one-pagers and quick-reference guides

Training & Outreach

• Assist with onboarding patients, families and referring sties to digital platforms at clinics and hospital events.
• Help update user guides and training materials
• Collect feedback during outreach visits and relay findings

Compliance & Security

• Follow HIPAA policies and organizational security standards in all activities
• Maintain accurate records of system access and changes as instructed.

Collaboration & Continuous Improvement

• Build effective relationships across departments and contribute to cross-functional teams.
• Participate in quality improvement initiatives and help the team adapt quickly to new priorities.
• Support additional needs, digital tools, workflows outcomes as assigned

REQUIRED QUALIFICATIONS

• Bachelor's degree in health information technology, information systems, or a related field (or equivalent experience)
• Experience in healthcare IT, system administration, or patient services
• Basic familiarity with EHR systems or patient engagement platforms
• Foundational understanding of HIPAA privacy and security requirements
• Strong written and verbal communication skills with a customer-service orientation
• Proficiency with Microsoft 365 (Outlook, Word, Excel, PowerPoint)
• Detail-oriented with strong organizational and time-management skills

PREFERRED QUALIFICATIONS

• Experience with ticketing or help desk software
• Exposure to digital health tools in a clinical setting
• Familiarity with accessibility standards
• Experience with Monday.com or similar project management tools
• Knowledge of healthcare interoperability standards (HL7, FHIR) and system integrations
• Experience with CRMs
• Experience with HIEs and interoperability tools

Children's National Health System (CNHS) has been a pioneer in pediatric healthcare in our region since 1870. The organization's commitment to improved care and patient satisfaction has led to many advances in provider-patient communications tools. We are committed to creating lasting bonds between our patients and providers to ensure the overall well-being of children in our region and beyond. A Patient Portal allows for this communication to reach its optimal potential in a secure and robust way (https://www .healthit.gov/providers-professionals/faqs/what-patient-portal). Patients and parents are able to do schedule appointments, view lab results, and send messages to providers and much more with the use of this powerful product and its numerous features. This can all be accomplished from a cell phone, tablet or laptop increasing the convenience of use. This position will work closely with front end staff and providers in all arenas to increase utilization of the patient portal leading to improved patient engagement resulting in stronger, healthier children in our area. They will facilitate knowledge of the portal with patients and front end staff by demonstrating its benefits and ease of use via various instructional modalities including intuitive, interactive training materials. This role will measure uptake via monitoring and reporting of front end staff and patient sign up. Follow-up outreach will be done based on reports/analytics.

Minimum Education

Bachelor's Degree (Required)

Minimum Work Experience

2 years (Required)

Required Skills/Knowledge

• Ability to develop training aids including training handbooks, demonstration models, multimedia visual aids, and computer tutorials in order to deliver concise material about new technology
• Extensive knowledge of instructional design theory and learning principles
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community

Functional Accountabilities

Professional Practice/Research

• Facilitate maximum utilization of secure messaging with patient portal use via development of educational materials for patients and staff
• Assist in reporting for Meaningful Use requirements related to secure messaging

New Knowledge, Innovations, and Improvements

• Develop instructional aids including training handbooks, demonstration models, multimedia visual aids, and computer tutorials in order to deliver concise material about new technology
• Evaluate effectiveness of training and development programs, and utilize relevant evaluation data to revise or recommend changes in instructional objectives and methods
• Assist in analyzing and assessing training and development needs for individuals, departments, and/or external organizations

The disclosed salary range includes the minimum and maximum rates within which Children's National believes an individual's base pay rate will fall for this position. It is not typical for an individual to be hired at or near the maximum of the pay range. The exact pay rate for this position will be based on a variety of factors in alignment with the Children's National compensation philosophy. These factors are legitimate and non-discriminatory including, but not limited to, the current market conditions; organizational needs; the individual's combination of prior work experience, level of education, knowledge, skills, and other qualifications. Children's National is committed to providing a fair and competitive total rewards package to each of our employees. This base salary range does not include our comprehensive benefits package or any additional compensation for which this position may be eligible.

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law. The "Know Your Rights" poster is available here: and the pay transparency policy is available here:Know Your RightsPay Transparency Nondiscrimination Poster.

Please note that it is the policy of Children's National Hospital to ensure a "drug-free" work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances, by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana.