Patient Portal 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

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.